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Be able to deliver effective customer service

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Question 1 of 5

Match the explanation with the appropriate ‘want’, ‘need’, or ‘expectation’.

Drag and Drop items from one side to pair them with items from the other side

Needs

Expectations

Wants

A customers’ idea of how the product or service will meet their needs.

A customers’ idealistic view of what type of product will meet their needs.

A customers’ requirements of the product.

Which one of the below are customers’ expectations NOT influenced by?

Online reviews

Experiences with the organisation

Internal communications

Experiences with competitors

Managing customers’ expectations will:

Maintain the organisation’s reputation

Increase customer feedback

Raise prices and profit

Reduce competition

What will keeping promises to customers do?

Change procedures

Encourage competition

Adapt to customer needs

Promote goodwill

Drag and drop the words into the correct gaps.

keptpolicycustomeractionsstandardagreements

All promises must be and all must be followed through to ensure that the is satisfied with the product or service. Complaints must be rectified by using the organisation complaints and records must be kept of all made.

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