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N2CPCS7-1

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Question 1 of 9

Real-time online support is supporting the customer when they’re seeking help and:

Asking a colleague for help

Giving an immediate response

Responding by letter

Replacing the product

Types of real-time online customer service include:

Live chat

Sitemap

Email

Post

Open questions are phrased in a way that will require an answer with more:

People to answer it

Time to think about it

Restrictions

Than a yes or no answer

Communication styles in a customer service situation must be adapted to meet customer:

Concerns

Requirements

Questions

Choice of product/service

Social media promotes:

Different audience groups

Consumer rights

Creating and sharing content

Data protection

Which one of the below is an example of a use of social media?

Shopping

Emailing

Texting

Blogging

Social media posts should be regularly monitored in order to:

Increase profits

Manage data protection

Respond to emails

Engage with overseas customers

A social media policy is a policy that provides guidelines for:

Customers who post comments on the internet

Customers who want to buy products online

Employees who post content on the internet

Employees who take online orders for products

Security setting on social networks are there to:

Map the customer journey

Help control who sees posts

Remove inappropriate posts

Comply with copyright rules

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