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