Be able to monitor and review customer service
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Question 1 of 5
Techniques to monitor the quality of customer service interactions include:
providing training courses
exceeding customer expectations
reviewing live chat records
doing risk assessments
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
When monitoring the quality of customer service, the principles of the Data Protection Act 2018 must be:
followed
disregarded
implied
accurate
Which three of the below should be included in the criteria for monitoring the quality of customer service interactions?
organisation standards
cost-benefit analysis
personal views
the service offer
industry standards
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