P2CS3-1
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Question 1 of 5
What are three purposes of customer service?
Improving work / life balance
Increasing wages
Gaining customer loyalty
Meeting sales and service targets
Meeting the needs and wants of customers
A ‘service offer’ includes:
employees names and home addresses
pricing and range of products
jargon and abbreviations
the products and/or services a competitor provides
What is the MOST important reason for delivering consistently high customer service?
Monitoring the customer charter
Obtaining negative customer feedback
Exceeding customer expectations
Increasing online reviews
Which one of the below is a barriers to effective customer service?
Well trained customer service staff
Lack of product knowledge
Value added benefits
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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