BUSINESS ADMINISTRATION
CUSTOMER RELATION MANAGEMENT
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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True
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False
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Detailed explanation-1: -A dissatisfied customer has a problem in that they aren’t happy about a product or service. For these customers, polite treatment and a remedy, such as a refund or replacement, can keep them from becoming an angry customer.
Detailed explanation-2: -Satisfied consumers are more likely to repurchase a product than are dissatisfied consumers. Theories of consumer choice suggest that consumers may continue with one brand and ignore product information about other brands, as long as they remain reasonable satisfied with their existing choices.
Detailed explanation-3: -Customer dissatisfaction has far-reaching effects on your business because customers will not patronize brands that they do not trust. More than affecting your sales and revenue, customer dissatisfaction can also lead to poor brand reputation which has a long-term impact on your brand.