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- 1. Multiple Choice
Which is a feature of poor customer service?
Providing a good after-sales service
Dealing with complaints ineffectively
Knowledgeable staff
Regular and meaningful communication
- 2. Multiple ChoiceWhich answer below is NOT an essential quality of a good customer assistant?Ability to evaluate problemsReserved and distant mannerHonest and trustworthyAble to communicate well both orally and in writing
- 3. Multiple ChoiceWhat is the best description of a mission statement?Short summary of an organisation's aims and objectives for staff to useShort summary of an organisation's aims and objectives for customers to useShort summary of an organisation's aims and objectives for both staff and customers to useShort summary of an organisation's customer service evaluation results for staff to use
- 4. Multiple Choice
Which document is being described here? An agreement often used with customers to define exactly what service the company will provide.
Written Customer Care Statement
Service Level Agreement
Complaints Procedure
Quality Management Procedure
- 5. Multiple ChoiceWhich document is being described here? Statement which outlines the procedures that customers and company should follow if things go wrong during a transaction.Written Customer Care StatementService Level AgreementComplaints ProcedureQuality Management Procedure
- 6. Multiple ChoiceWhich of the following would NOT be covered in a complaints procedure?Logging all calls and allocating a reference numberCustomer receives acknowledgement of complaint received eg by e-mailThe cost of making a complaintClear timelines given to indicate when a decision will be made
- 7. Multiple ChoiceWhich is NOT a benefit of good customer care?Higher staff morale and motivation which increased productivityReduction in competitive edge in the market place compared to your rivalsLoyal and satisfied customers who recommend you to othersReduced staff turnover which reduces recruitment costs
- 8. Multiple ChoiceWhich word best completes the sentence on the benefits of good customer care? Excellent customer care increases customer ..........complaintsretentionprofitsrecruitment
- 9. Multiple Choice
Which word(s) best completes the sentence on the benefits of good customer care? A company will find that delivering consistently high customer care increases their ...
complaints
reputation
staff turnover
absenteeism
- 10. Multiple ChoiceWhat is NOT a benefit of using Social Media to communicate with customers?Cheap method of mass communication at the same timeImages and video clips cannot be included to help increase clarity of messageCustomers can access information on their smart phones whilst on the goUsed more by certain target markets e.g. younger customers
- 11. Multiple Choice
Which IS a potential consequence of poor customer care?
Positive reputation which improves image of the company
Need to pay out for compensation and recruit more staff to deal with complaints
Increase in customer retention which costs less to manage
Reduction in staff turnover which means less recruitment costs
- 12. Multiple ChoiceWhich method of evaluating customer care is being described below?
Where someone is employed to act as a normal customer and report back to manager and what they observe/experience.Mystery shopperCustomer focus groupLoyalty cardsCustomer survey - 13. Multiple ChoiceWhich method of evaluating customer care is being described below?
Gathering feedback by asking individual customers to respond to either a series of written, online, telephone or face-to-face questions.Cheap method of mass communication at the Mystery shopperCustomer focus groupLoyalty cardsCustomer survey - 14. Multiple ChoiceWhich method of evaluating customer care is being described below?
A small number of customers are invited to provide feedback and together have in-depth discussion on a number of key areas.Mystery shopperCustomer focus groupLoyalty cardsCustomer survey - 15. Multiple Choice
Surveys can take many forms. Which is being described below?
Usually a short pop-up survey that offers an incentive to participate e.g. 10% off voucher
questionnaire (written)
telephone
interview
on-line
- 16. Multiple Choice
What method of evaluating customer care is used by the company in the image?
Focus Group
On-line survey
On-line review
Mystery Shopper
- Answer choicesTagsAnswer choicesTags