In the context of customer service, referrals for a business are: ...

[khang]

In the context of customer service, referrals for a business are:
 
  A. complaints and suggestions from unsatisfied customers.
  B. suggestions from sales personnel to customers about which products to purchase.
  C. recommendations from satisfied customers to potential customers.
  D. guidelines to be referred to in order to improve customer relations.

Question 2

Which of the following statements about customer service is true?
 
  A. Customers must initiate the requirement that customer-service procedures be implementedthrougho ut an organization.
 B. An excellent customer-service reputation cannot give the organization a competitive edgein the marketplace.
 C. Customer service is a problem-solving function that should exist only when a customerreports a problem.
 D. Customer service will not receive the attention it deserves without the support of the organization's top management.

[juwms]

Answer to Question 1

C
Referrals are recommendations from satisfied customers. Businesses derive much of their
new business through referrals.

Answer to Question 2

D
Without top management's support and specific directives to key employees, customer service
will not receive the attention it deserves. The requirement that customer-service procedures
be implemented throughout an organization must come from top management.