PGA PGM Level 1 Customer Relations Practice Questions and Answers (100% Pass)
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Course
Pga
Institution
Pga
PGA PGM Level 1 Customer Relations Practice
Questions and Answers (100% Pass)
96% of dissatisfied customers will - Answer️️ -Not complain directly to
management.
90% of dissatisfied customers will - Answer️️ -Not return
One unhappy customer will - Answer️️ -tell nine others about t...
Resources - Answer✔️✔️-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 - Answer✔️✔️-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 - Answer✔️✔️-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 - Answer✔️✔️-Resources, Staffing and Systems
The Convincing Strategy - Answer✔️✔️-Allows the golf professional to maintain
control of the interaction and eventual outcome, but builds the solution to a
problem or completion of a task around the needs of the customer. If the customer
understands the solution or follow-up action will meet his or her needs, it is easier
to reach an agreement about how to proceed.
The involving Strategy - Answer✔️✔️-Requires the golf professional to invite the
customer's input and to share in the solution of a problem or the best way to
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