Certified Production & Operations Manager (POM) Practice Exam

How can a business improve customer service ratings?

1. By reducing costs

2. By increasing prices

3. By enhancing quality and responsiveness

4. By minimizing advertising

The correct answer is: By enhancing quality and responsiveness

Enhancing quality and responsiveness is a key strategy for improving customer service ratings. When a business focuses on quality, it ensures that products and services meet or exceed customer expectations, leading to higher customer satisfaction. Similarly, responsiveness involves addressing customer needs and inquiries promptly. This responsiveness can include timely communication, efficient problem-solving, and a willingness to assist customers. Together, these elements create a superior customer experience, fostering loyalty and encouraging positive feedback. High customer satisfaction often translates to better service ratings, as customers are more likely to share their positive experiences with others. This not only improves ratings but can also lead to increased customer retention and attraction of new customers through word-of-mouth referrals. Other options, such as reducing costs or increasing prices, may not directly contribute to better customer service ratings and could potentially harm customer perceptions if they negatively impact quality or perceived value. Minimizing advertising doesn't inherently lead to improved service ratings; rather, fostering quality and responsiveness is a more direct approach to achieving that goal.