96% of dissatisfied customers will - Not complain directly to management.
90% of dissatisfied customers will - Not return
One unhappy customer will - tell nine others about the negative experience
13% of unhappy customers will - Tell at least 20 other people about their experience
Single variab...
PGA PGM Level 1 Customer Relations -Questions with Correct Answers/
Verified/ Latest Update 2024/2025
96% of dissatisfied customers will - ✔✔Not complain directly to management.
90% of dissatisfied customers will - ✔✔Not return
One unhappy customer will - ✔✔tell nine others about the negative experience
13% of unhappy customers will - ✔✔Tell at least 20 other people about their experience
Single variable most closely associated with long term profitability was - ✔✔Relative perceived
product quality- what customers defined as quality
A moment of truth occurs - ✔✔Any time a customer has an opportunity to evaluate the quality of a
facility's products and services.
Task Component - ✔✔Getting the job done
Relationship component - ✔✔How the interaction was handled.
Resources - ✔✔Resources are the means made available to support staff members in completing a
task. These resources may be human, financial, and material or time based.
Staffing - ✔✔Staffing is a human resources, and a golf facility depends on an adequate number of
skilled people with adequate training to exceed customer expectations and provide the PGA
experience.
Systems - ✔✔Even with sufficient resources and staffing in place for the delivery of an outstanding
customer experience, a facility must provide a variety of systems that includes clear procedures,
performance standards, lines of authority and reward systems.
THE Three Elements - ✔✔Resources, Staffing and Systems
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