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Customer Service - Chapter 9

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  • 1. Multiple-choice
    30 seconds
    1 pt

    Define the term "Service Breakdown".

    It is the provision of service to customers before, during and after a purchase.

    It refers to the action taken by the service provider in response to a service failure.

    A situations when customers expectation of a certain level of service that are not met by a service provider.

    It involves demonstrating the qualities of a service professional, creating a positive customer experience by offering customized and personalised services that impress customers.

  • 2. Multiple-choice
    30 seconds
    1 pt

    Which one of the following is the likely cause of a service breakdown?

    The food were fresh and delicious.

    The service staff were friendly and efficient.

    The restaurant had a clean and nice ambience.

    The service provided was slow and inefficient.

  • 3. Multiple-choice
    30 seconds
    1 pt

    Which one of the following is a correct way to acknowledge your customer’s complaint?

    Nod your head.

    Smile at the customer.

    Give complimentary food to the customer.

    State what you are going to do for the customer.

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