1.

Define a customer.

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2.

Two things give customers choice. One is their spending power. What is the other?

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3.

Complete this sentence: If you aren't serving customers yourself

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4.

The customers of a local authority school include the pupils and their parents. Who else?

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5.

Why is it so important to hang on to existing customers?

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6.

Complete this sentence: It is easy to get a bad reputation for service, but

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7.

There are three kinds of customer satisfaction factors. Human factors and convenience factors are two of them. What is the third?

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8.

Which of the three kinds of satisfaction factors needs to be got right first?

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9.

What is the connection between caring for customers and marketing?

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10.

What is the ABC of personal service?

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11.

Complete this sentence: Everyone who meets the customer must

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12.

Why is it so important to make eye contact when you meet a customer?

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13.

Only one person can tell you whether you are really satisfying your customers' needs. Who is it?

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14.

Where must any customer care programme start?

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15.

What above all do people need to know before they can deliver the right standards of customer care?

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1.

Customers are the people whom we are paid to serve, whether or not they actually...