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