P3CS11-1
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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
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