Final answer:
The false statement is option B, which suggests Mavis should cut services to reduce costs, as it counters the business objective of exceeding customer expectations by offering high-level service.
Step-by-step explanation:
The correct answer is option B. Mavis should initiate a project to reduce costs by eliminating all but essential customer services is a false statement because it contradicts the objective of offering a consistently high level of service that exceeds customers' expectations.
To improve customer service, Mavis will need to focus on projects that can enhance the customer experience, not diminish it by removing services. Instead, Mavis might look for ways to make the existing customer services more efficient or to add value without significantly increasing costs.
Ensuring that any initiatives align with the overarching goal of enhancing customer satisfaction will be essential.
While managing cost is a concern for any business, the strategy should aim at optimizing service delivery rather than reducing the quality or quantity of customer services to such an extent that it negatively impacts customer satisfaction.
Understanding the relationship between customer satisfaction and business objectives is crucial for successful customer service management.
The correct answer is option b. Mavis should not initiate a project to reduce costs by eliminating all but essential customer services.
This statement is false because the business objective is to improve customer service by offering a consistently high level of service that exceeds customers' expectations, not to reduce costs.
Therefore, Mavis's customer service improvement projects will not be focused on cost reduction, but rather on enhancing the quality of service provided to customers.