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P3CS3-2

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Question 1 of 5

When customers have a problem they always expect:

Good feedback

Staff who will listen

An immediate solution

Compensation

The causes of a problem can be identified by:

Questioning the customer

Monitoring customer service

Exceeding customer expectations

Looking at the packaging

The key to understanding a customers’ problem is:

Blaming the organisation

Active listening

Writing progress reports

Changing procedures

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:

Reduced prices

Short delivery times

Excellent customer service

Reasonable care and skill

The consumer contracts regulations 2014 do NOT apply to goods or services bought:

At a distance

Away from trader’s premises

Online

In a shop

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