Customer Service

Which of the following is a method of gaining customer satisfaction?

• Not dealing with problems

• Long queues

• Slow service

• Helpful and friendly staff

A benefit of offering good customer service is...

• Repeat business

• Less customers

• Reduced tax

• Poor reputation

What does a mystery shopper look out for?

• Checking the appearance and cleanliness of the store

• Checking the customer experience

• Checking how well sales representatives explain products

• Checking what competitors the business has

Which of the following is not a type of loyalty scheme?

• Reward card

• Discount card

• Fly rewards card

• Buy one get one free

What are the benefits of good customer service?

• Attracting new customers

• Bad publicity

• Satisfied and motivated employees

• Lower staff turnover

What causes upset/annoyed customers?

• Breaking promises

• Finding customers products that they need

• Fast checkout queues

• Polite employees

Which of the following statements does not relate to Mission Statements?

• Provides an outline of the main intentions of an organisation

• It can be a mix between a slogan and a summary of the organisations aims

• It can be used to deal with customer complaints

• It provides employees with a vision for the company

This may result in high staff turnover...

• Poor customer service

• Good customer service

• Employees working well together

• Too much customer service training

What is an internal customer

• People outside the business who buy an organisations products of services

• The production cycle

• Only business managers

• Employees that work for the organisation and shop there

What is an external customer

• People outside the business who buy an organisations products or services

• Employees that work for the organisation and shop there

• Production development teams

• Designer of the customer service policy