Be able to plan the delivery of customer service
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Question 1 of 5
It's important to understand customers’:
Product knowledge
Listening skills
Needs and expectations
Organisational goals
When mapping the customer journey, an organisation must map the customers’:
Experience
Behaviour
Technology
Procedures
A successful organisation will always:
Exceed customer expectations
Use a lot of technology
Be the cheapest option
Lose customers
Customer segmentation is the grouping together of customers based on:
Marketing
Similarities
Accounts
Touch points
When dealing with unexpected additional workloads, your first step should be to:
Work overtime to clear the backlog
Ask customers for information
Create and prioritise a to-do list
Ask a colleague to take on the extra work for you
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