List and briefly describe the useful customer service principles discussed in the text
What will be an ideal response?
a. Service is the backbone of any business – if you do not satisfy the customer the first time, you may not get a second chance.
b. Great service is measured by customer satisfaction – profits will follow if your customers are highly satisfied.
c. Compensation plans determine behavior – your compensation scheme should reward your workers for delivering high levels of service.
d. Sales and service departments are complementary – great service gives the sales department more to sell.
e. The hours your service department is open send signals about your dedication to customer satisfaction – you should be open when your customer needs you.
f. Service technicians should work together to solve customers' problems.
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The learning curve in the steel industry and the learning curve in heart transplants have both been estimated at 79 percent
Indicate whether the statement is true or false
Under U.S. GAAP, research and development costs (R&D) are ________
A) capitalized and amortized B) capitalized and depreciated C) expensed when incurred D) expensed when the related product is sold