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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