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N2CPCS1-1

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Question 1 of 5

What are three purposes of customer service?

Increasing wages

Meeting the needs and wants of customers

Gaining customer loyalty

Meeting sales and service targets

Improving work / life balance

A ‘service offer’ includes:

the products and/or services a competitor provides

employees names and home addresses

pricing and range of products

jargon and abbreviations

What is the MOST important reason for delivering consistently high customer service?

Increasing online reviews

Obtaining negative customer feedback

Monitoring the customer charter

Exceeding customer expectations

Which one of the below is a barriers to effective customer service?

Well trained customer service staff

Service level agreements

Value added benefits

Lack of product knowledge

Is the following statement true or false? It is important to know about competitors’ activities in order to find out what customers need / want.

TRUE

FALSE

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