N2CPCS1-1
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Question 1 of 5
What are three purposes of customer service?
Improving work / life balance
Increasing wages
Gaining customer loyalty
Meeting the needs and wants of customers
Meeting sales and service targets
A ‘service offer’ includes:
the products and/or services a competitor provides
pricing and range of products
jargon and abbreviations
employees names and home addresses
What is the MOST important reason for delivering consistently high customer service?
Obtaining negative customer feedback
Increasing online reviews
Monitoring the customer charter
Exceeding customer expectations
Which one of the below is a barriers to effective customer service?
Lack of product knowledge
Value added benefits
Well trained customer service staff
Service level agreements
Is the following statement true or false? It is important to know about competitors’ activities in order to find out what customers need / want.
FALSE
TRUE
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