N2CPCS7-1
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Real-time online support is supporting the customer when they’re seeking help and:
Giving an immediate response
Asking a colleague for help
Replacing the product
Responding by letter
Types of real-time online customer service include:
Post
Live chat
Sitemap
Open questions are phrased in a way that will require an answer with more:
Than a yes or no answer
Restrictions
People to answer it
Time to think about it
Communication styles in a customer service situation must be adapted to meet customer:
Concerns
Questions
Choice of product/service
Requirements
Social media promotes:
Consumer rights
Data protection
Different audience groups
Creating and sharing content
Which one of the below is an example of a use of social media?
Emailing
Texting
Blogging
Shopping
Social media posts should be regularly monitored in order to:
Increase profits
Engage with overseas customers
Respond to emails
Manage data protection
A social media policy is a policy that provides guidelines for:
Employees who post content on the internet
Employees who take online orders for products
Customers who post comments on the internet
Customers who want to buy products online
Security setting on social networks are there to:
Help control who sees posts
Comply with copyright rules
Map the customer journey
Remove inappropriate posts
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