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:
doing risk assessments
reviewing live chat records
providing training courses
exceeding customer expectations
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:
implied
accurate
followed
disregarded
Which three of the below should be included in the criteria for monitoring the quality of customer service interactions?
cost-benefit analysis
organisation standards
the service offer
personal views
industry standards
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