Sign Up/Log In

P3CS11-1

Your Score: 0/5

Question 1 of 5

Techniques to monitor the quality of customer service interactions include:

exceeding customer expectations

reviewing live chat records

providing training courses

completing risk assessments

When monitoring the quality of customer service, the principles of the Data Protection Act 1998 must be:

implied

disregarded

followed

accurate

Which three of the below should be included in the criteria for monitoring the quality of customer service interactions?

cost-benefit analysis

industry standards

personal views

organisational standards

the service offer

Is the following statement true or false? One limitation of surveying customers online, in order to monitor quality, is the responsiveness of some customers.

TRUE

FALSE

Is the following statement true or false? A representative sample of customers is a small quantity of customers who represent, as closely as possible, all customers.

TRUE

FALSE

Quiz Complete!

You scored: 0 out of 5