P3CS11-1
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Question 1 of 5
Techniques to monitor the quality of customer service interactions include:
completing risk assessments
exceeding customer expectations
providing training courses
reviewing live chat records
When monitoring the quality of customer service, the principles of the Data Protection Act 1998 must be:
accurate
disregarded
followed
implied
Which three of the below should be included in the criteria for monitoring the quality of customer service interactions?
the service offer
cost-benefit analysis
industry standards
organisational standards
personal views
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.
FALSE
TRUE
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