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DP3 - Customer service & ethics

This class was created by Brainscape user Chloe Jackson. Visit their profile to learn more about the creator.

By: Chloe Jackson
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Decks in this class (11)

1. Intro to customer service
Who defines customer service,
How does oxford dictionary define...,
How does zeithaml and bitner
10  cards
2. Why customer service is important
When was the consumer rights act ...,
What is the purpose of the consum...,
What three key pieces of legislat...
18  cards
3. Who is the customer?
What are the characteristic segme...,
What are the segments of a business,
Why has care to be exercised when...
10  cards
4. Service Quality
Most popular way of measuring ser...,
Who designed the model servqual,
Most common parts of servqual has...
20  cards
5. Managing Customer Service
Expectations of customer service ...,
What are explicit promises,
What are implicit promises
13  cards
6. Challenges & Opportunities for Customer Service
What,
Reputation of an industry can als...,
Who suggested that the financial ...
8  cards
7. Ethics
What is ethics,
What are ethical norms,
What are ethical standards
15  cards
8. Ethical Theories & Business Practice
What are the theoretical roots,
What is the school of ethical uni...,
What does the school of ethical u...
20  cards
9. Ethical Decision Making and CSR
What are ethical decisions 6,
What factors affect external ethi...,
What factors affect internal ethi...
8  cards
10. Ethical Diversity, Ethical Behaviour & Dealing with Unethical Behaviour
What is ethical diversity,
How does hofstede s studies relat...,
What are the counter arguments th...
12  cards
11. Ethics & Corporate Governance
What is corporate governance quote,
What is corporate governance,
The increased focus on corporate ...
12  cards

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DP3 - Customer service & ethics

  • Class purpose General learning

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