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Test Structural difference between support and experience (CX)

QUESTION 1: How does the text describe customer support?

It is a proactive process that anticipates problems
Covers all phases of the sales cycle
It is a reactive intervention triggered by a specific issue
Redesign the institutional infrastructure

QUESTION 2: What does the buyer’s overall experience encompass, according to the text?

All phases of the sales cycle, from the first advertising exposure to long-term use of the product
Only post-sales phone support
Technical support only for immediate issues
Only the design of the digital interface

QUESTION 3: What is the main difference between technical support and experience management?

Support aims to redesign processes
Management reacts only to specific errors
Support covers the entire customer journey
Support puts out fires while management works to prevent problems from occurring

QUESTION 4: Why doesn’t friendly service make up for a bad system?

Because it always solves the original problem
Because structural frustration undermines the perception of institutional quality
Why agents shouldn’t be empathetic
Because good service increases the need for support

QUESTION 5: What do elite organizations seek in terms of process design and support?

Train agents to respond faster
Reduce the size of the support staff
Increase staff empathy
Design workflows so intuitive that the need to contact others drops to nearly zero

QUESTION 6: In the example of flight reservations, what causes the user to be deeply irritated?

A telephone agent with little empathy
Transparent pricing with no surprise surcharges
An incomprehensible interface, hidden fees, and errors when issuing a ticket
Intuitive workflows

QUESTION 7: According to the text, what surpasses a team’s ability to resolve crises in real time?

Train agents to respond quickly
Prevent chaos through meticulous planning
Increase customer service staff
Ignore the buyer’s entire experience

QUESTION 8: Where does true corporate success lie, according to the summary?

Design processes so intuitive and seamless that consumers don’t need to ask for help to complete their daily transactions
Having the most empathetic agents
Increase contact channels
Respond quickly to every incident

This test is only available to students who have purchased the course

INCORRECT QUESTIONS

Are there any errors or improvements?

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What is the error?

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