What does the "people" element of the marketing mix refer to?
Staff who are contact with customers
Unsatisfied customers
Good management
What is the purpose of a customer care strategy?
To find out the needs and wants of a customer
To let the customer know the level of service to expect
To ensure no faulty or low quality products reach customers
Which example of maximising customer satisfaction involves returns and refunds?
Staff training
After-sales service
Customer care strategy
What is meant by customer loyalty?
If customers receive a good quality service they are more likely to return
If a customer receives a good quality service they are more likely to recommend the company to family and friends
If a customer receives a good quality service they are less likely to complain
Which example of maximising customer satisfaction involves regularly updating staff on company products?