1) A complaining customer is always right a) True b) False 2) Loyal customers is an effect of good customer service a) True b) False 3) The reputation of a company improves when good customer service is offered a) True b) False 4) Monitoring customer retention won't help to improve customer service a) True b) False 5) Comparing with competitors and trying to be better than them won't improve customer service a) True b) False 6) Customers are more easily satisfied if their expectations are effectively managed a) True b) False 7) Monitoring the engagement of employees will help create a better customer service a) False b) True 8) Mystery shopping is a way to measure good customer service a) True b) False 9) Delivering good customer service makes the working environment more stressful a) True b) False 10) Is it true that you should acknowledge a customer's presence as soon as possible a) Yes b) No

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