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