marketing online test

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Description

  • Describe the changing nature of the customer service function.
  • Demonstrate an understanding of the trade-off between achieving high levels of customer satisfaction and operational efficiency.
  • Distinguish between hard and soft customer service standards.
  • Explain how to translate customer expectations into firm behaviours and actions.
  • Explain how technology is leveraging customer service.
  • List the key factors to be considered when designing an effective customer service organisation.