Chapter 10

1) total quality management and continuous quality improvement

2) backup systems or procedures

3) acquire, retain and satisfy the customer

4) number of customers who leave during a given time

5) cementing interpersonal relationships

6) values assigned by customer to a service provider

7) cost of acquiring new customer or replacing a current one

8) incentive program to reward customers

9) when service provider or organization is in contact with customer

10) describes how well organization meets or exceeds customer expectations

Highlight whether the statement is True or False

Trust is not a major concern for most customers.

· True

· False

To take responsibility for the customer relationship, personalize your approach.

· True

· False

As customers develop long-term relationships with a company, they become more tolerant of poor service.

· True

· False

Handling complaints quietly and effectively is a good strategy for maintaining customer retention.

· True

· False

Having an enthusiastic attitude is on way to impact customer relationships.

· True

· False

Customers often chose to return to companies when they already have a satisfactory customer relationship.

· True

· False

An important step often overlooked in dealing with a customer is the follow up.

· True

· False

Companies use social media as a contact point to promote products and reward loyalty.

· True

· False

Customer satisfaction and loyalty are the results of effective product and service delivery, resolution of problems, and elimination of dissatisfaction.

· True

· False

Loyalty rewards, discount prices and coupons, and points for cash are ALL strategies to build customer interest and repeat business.

· True

· False