PGA Level 1 Customer Relations Questions .

PGA Level 1 Customer Relations Questions . The key to understanding the PGA Customer Relations Model comes from - Answer understanding the customer Customers - Answer define the service PGA Professionals - Answer strive to meet and exceed customers' expectations in order to acquire and maintain a robust customer base at a facility. The idea that having good customer relations - Answer is an essential business practice aptly applies to managing and running a successful golf facility. The most direct way to create a positive experience - Answer is to provide exceptional service If the service is outstanding - Answer they are more likely to tell others about their positive experiences When people receive poor service - Answer most of them simply leave and take their business elsewhere Customers who both complained about service problems and had their problems resolved - Answer were more loyal to the business, and subsequently shared their satisfaction with others. Customer service problems provide opportunities - Answer to personally connect with customers and address their specific concerns Customers who do not complain - Answer were less loyal, and shared their negative experience with family and friends 96% - Answer dissatisfied customers do not complain directly to management 90% - Answer dissatisfied customers will not return One unhappy customer - Answer tell nine others about the negative experience 13% of unhappy customers - Answer tell at least 20 other people about their experience Customer care should not be considered an expense - Answer but rather an investment in future business