AMA Exam PCM Topic 3 Question 98 Discussion

Actual exam question for AMA's PCM exam

Question #: 98
Topic #: 3

[All PCM Questions]

Procedural fairness refers to:

Aa customer's perception of the benefits he or she received compared with the costs of inconvenience or loss.

Bthe perceived fairness of the process used to resolve complaints.

Cthe turnaround time taken by a company from receiving a complaint to its resolution.

Da customer's perception of the reliability and assurance of a service provider.

Ethe difference in perception between customers about the same service provider.

Show Suggested Answer

Suggested Answer: B

by Kanisha at Sep 18, 2024, 03:39 AM

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Isabelle

24 days ago

Procedural fairness, huh? I'm picturing a courtroom drama, but with angry customers instead of lawyers. B seems like the winner here.

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Chuck

26 days ago

B all the way! Procedural fairness is the name of the game when it comes to customer service. Anything else is just a distraction.

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Glory

27 days ago

B is the way to go, for sure. Though I'm still trying to figure out how 'the difference in perception between customers' is a possible answer. Talk about a curveball!

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Ciara

28 days ago

Hmm, I was thinking B too. Gotta love those multiple-choice questions that test our understanding of legal terminology.

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Lenora

1 months ago

I'd go with B as well. Procedural fairness is all about how the complaint resolution process is perceived, not the outcome itself.

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Shawn

7 days ago

Definitely, the way complaints are resolved can greatly impact customer satisfaction.

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Luann

9 days ago

Yes, it's important for customers to feel like their complaints are being handled fairly.

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Lorrie

23 days ago

I agree, procedural fairness is more about the process than the actual outcome.

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Pamella

2 months ago

I believe procedural fairness is crucial for customer satisfaction. It can impact how customers view the company overall.

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Glen

2 months ago

I agree with Rickie. It's important for customers to feel that the process is fair when resolving complaints.

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Rolland

2 months ago

B) the perceived fairness of the process used to resolve complaints. Seems like the most accurate answer to me.

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Layla

19 days ago

Craig: That's true, it can make a big difference in how customers perceive the service they receive.

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Jose

20 days ago

Definitely, procedural fairness can impact a customer's overall satisfaction with a company.

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Craig

21 days ago

I think so too, it's important for customers to feel like the process to resolve complaints is fair.

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Ming

2 months ago

I agree, option B does seem like the most accurate answer.

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Rickie

2 months ago

I think procedural fairness refers to the perceived fairness of the process used to resolve complaints.

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