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LOMA ACS 100 - Chapter 2 questions well answered to pass
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LOMA ACS 100 - Chapter 2 questions well answered to pass
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LOMA ACS 100 - Chapter 2Customer-Centric Philosophy - correct answer ✔✔Company that has a business philosophy focused on
the needs to customers and how to fill those needs.
Product-Centric Philosophy - correct answer ✔✔Company that has a business philosophy focused on
product features.
Strategic Planning - correct answer ✔✔Process of determining an organization's long-term corporate
objectives and deciding the overall course of action the company will take to achieve those objectives.
Customer Service Strategic Planning - correct answer ✔✔Establishes corporate objectives specifically
tied to customer service and determines an overall course of action the company and its employees will
follow to achieve those objectives.
Business System - correct answer ✔✔Set of processes (and other elements) designed to work together
to meet a company's performance requirements.
Process - correct answer ✔✔Series of steps involved in performing a recurring activity designed to
produce a specific outcome.
Interpersonal Skill - correct answer ✔✔Skills used to understand and interact with internal and external
customers.
Customer Retention - correct answer ✔✔Act of keeping the business of existing customers.
Customer Loyalty - correct answer ✔✔Represents a customer's feeling of attachment to, or perference
for, a company's people, products, or services.
Empowerment - correct answer ✔✔Management approach that gives service providers the authority to
make decisions on behalf of the company in the course of performing their regular job functions.
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