Answer the following statement(s) true (T) or false (F)
1. An internal customer service audit can identify inconsistencies in how customer service is viewed in the various departments of a firm.
2. A company adding unexpected touches to a service that are meant to impress customers is referred to as “wow factor.”
3. A firm’s mission statement may include language regarding customer service.
4. Allowing another firm to perform customer service duties on behalf of your firm is referred to as outsourcing customer service.
5. Percentage of orders unfilled (a stockout occurs) is a post-transaction measure of customer service performance.
1. True
2. True
3. True
4. True
5. False
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