An organization can cultivate a good customer-service image by: ...

[tuffie]

An organization can cultivate a good customer-service image by:
 
  A. focusing on attracting new customers, not on retaining current customers.
  B. maintaining continuous contact with customers even after sales have been made.
  C. using a problem-solving approach to customer service.
  D. limiting the development of good customer-service skills to sales representatives.

Question 2

Melissa is one of the new customer-service executives at a retail organization. She receives a call from a customer wanting to repair a purchased product, even though the product is no longer manufactured by the organization. Melissa is still unfamiliar with the organization's policies on this issue. In this scenario, how should Melissa deal with the customer in order to cultivate a positive customer-service image?
 
  A. She should keep the customer waiting for a response as customers expect to have delayswhen requesting information.
 B. She should tell the customer that she will find out about the organization's policies on suchissues and get back to the customer in a day.
 C. She should promise the customer whatever she can and get the customer off thetelephone as soon as possible.
 D. She should let the customer know that she is a new employee at the organization, and hence cannot fix the customer's problem.

[Brenm]

Answer to Question 1

B
An organization can cultivate a good customer-service image by maintaining continuous
contact with customers even after sales have been made. Maintaining continuous contact with
customers helps reinforce the relationship between the organization and the customer.

Answer to Question 2

B
In this scenario, Melissa should tell the customer that she will find out about the organization's
policies toward such issues and call back soon with the answer. When customers ask
questions, give them a timely answer.