A financial institution may service a mortgage even after selling it
a. True
b. False
a
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What will be an ideal response?
Adding more marketing channels increases the channel cost of selling
Indicate whether the statement is true or false
Answer the following statements true (T) or false (F)
1. The zone of tolerance is the allowable minor service failures that still result in a guest’s experience being a positive one. 2. Fixing a service failure before the guest leaves is the best way to diminish the negative impact and prevent the loss of the customer forever. 3. Organizations should not encourage complaints, but once they receive them treat them as opportunities to improve service. 4. The unhappier a customer is about a specific experience, the less likely they are to tell other people and more likely they are to complain to the organization directly to obtain a comp or resolution.
A hospital emergency room always follows a FIFO queue discipline in the interest of fairness
Indicate whether the statement is true or false