P3CS3-2
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Question 1 of 5
When customers have a problem they always expect:
An immediate solution
Compensation
Staff who will listen
Good feedback
The causes of a problem can be identified by:
Exceeding customer expectations
Questioning the customer
Monitoring customer service
Looking at the packaging
The key to understanding a customers’ problem is:
Active listening
Blaming the organisation
Changing procedures
Writing progress reports
The supply of goods and services act 1982 (as amended) states that customers who enter into a contract for goods and services can expect these to be supplied with:
Reasonable care and skill
Excellent customer service
Short delivery times
Reduced prices
The consumer contracts regulations 2014 do NOT apply to goods or services bought:
Online
Away from trader’s premises
In a shop
At a distance
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