Name: ___________________________________

___________

Class: ________

Date:

A survey was carried out on customers and companies perception of good

customer service. Study the results of a survey in the table below. Using only the
information given, describe the results of the survey. You should write 150 to 200
words.
Table 1: Customers Expectation and Companies Perception of Good
Customer Service

Qualities

Accessibility
[easy for customers to do business with]
Availability
[to be there when customers need help]
Affability
[to be treated by nice and pleasant people]
Agreeability
[customers want to hear yes when they ask for
something]
Accountability
[taking ownership of customers needs and
issues]
Adaptability
[keep up with customers changing needs]
Ability
[being an expert in ones products or services]
Note: 1 - highest
10 - lowest

Ranking of
qualities
customers
look for

Ranking of
qualities
companies
believe
customers
look for

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ACE AHEAD MUET Fifth Edition-practice 10, page 265

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ACE AHEAD MUET Fifth Edition-practice 10, page 265