Which of the following is an ineffective customer-service ...

[ENagel]

Which of the following is an ineffective customer-service practice?
 
  A. Viewing customer service as a problem-solving function that comes into play only whenthere has been a complaint
 B. Teaching employees that customers do not depend on a business as much as a businessdepends on customers
 C. Focusing on retaining a current customer rather than attracting a new customer
  D. Training employees at all levels of an organization to communicate with customers

Question 2

The accounting team of an organization is preparing cost sheets for its different departments. It requires updated accounts for the previous financial year from each department. Without this data from the departments, the accounting team cannot prepare the cost sheets, and the departments cannot be given a budget for the year. In this scenario, the accounting department is the _____ for other departments.
 
  A. internal customer
  B. selective distributor
  C. external solicitor
  D. external mediator

[lin77x]

Answer to Question 1

A
Viewing customer service as a problem-solving function that comes into play only when there
has been a complaint is an ineffective customer-service practice. A customer-focused
organization makes customer service an ongoing function. Its approach is proactive in
anticipating problems.

Answer to Question 2

A
In this scenario, the accounting department is the internal customer for other departments. An
internal customer is a co-worker or supervisor someone within the organization who depends
on products, supplies, or services from a different department.

[ENagel]

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