07 SITXCCS007 Enhance Customer Service Quiz 1

Good service principles should be applied to which of the following?

• Staff

• Customers

• Suppliers

• All of these options

What should you consider complaints to be? Pick the most suited

• Inconvenient

• Convenient

• Opportunities

• Necessary

Which of the following is not a benefit of enhanced customer service?

• Better morale

• Repeat business

• disgruntled customers

• Business reputation

How many principles of customer service did we say there are?

• Three

• Four

• Five

• Six

What does ACTIVE listening mean?

• Listening intently

• Mirroring

• Showing interest

• Taking notes

Choose an example of good customer service.

• Food service assistands stands with their  backs to the customer
• A food service assistant smiles and greets the customer politely
• A food service assistant chews her nails whilst waiting for her customer to make their choice.
• A chef shouts at a colleague when they make an error with a food order.

Which is a way to gain customer satisfaction?

• Confidence in service
• Not dealing with problems
• Slow service
• Long queues

Which is not a way to provide consistent and reliable service?

• Product knowledge
• Dealing with problems
• Long waiting time
• Short waiting time

We're doing everything to ____________________ our customers' expectations.

• excess
• exit
• exceed
• access

Usually it's easier to _________________________ an existing customer than to gain a new one.

• stick
• keep
• hold
• leave