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