P2CS3-1
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Question 1 of 5
What are three purposes of customer service?
Increasing wages
Meeting the needs and wants of customers
Gaining customer loyalty
Meeting sales and service targets
Improving work / life balance
A ‘service offer’ includes:
employees names and home addresses
the products and/or services a competitor provides
pricing and range of products
jargon and abbreviations
What is the MOST important reason for delivering consistently high customer service?
Obtaining negative customer feedback
Exceeding customer expectations
Increasing online reviews
Monitoring the customer charter
Which one of the below is a barriers to effective customer service?
Lack of product knowledge
Value added benefits
Well trained customer service staff
Service level agreements
Is the following statement true or false? It is important to know about competitors’ activities in order to find out what customers need / want.
TRUE
FALSE
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