N4/5 Admin - Customer Care

What is the definition of Customer Service

• the assistance and advice provided by a company to those people who buy or use its products or services.
• Offering a service, well and politely. 
• Doing a hair or beauty service without having a disagreement with your client.
• Doing a great job.

Which of the following is a feature of good customer service? (pick 2)

• Putting the customer first

• Responding to emails a week later

• Ignoring phone calls from customers

• Providing a good after-sales service

Which of the following are benefits of good customer service? (pick 2)

• Keeping loyal customers

• Poor competitive edge

• Higher staff turnover

• Attracting new customers

Which of the following are impacts of poor customer service? (pick 2)

• Reduced costs

• Demotivated employees

• Lower staff turnover

• Loss of customers

Which of the following are internal customers? (pick 2)

• Employees

• Consumers

• Managers

• Other businesses

How can a business ensure they provide good customer care? (pick 2)

• Charge customers for calling them

• Respond to emails promptly

• Provide regular customer care training for employees

• Ensure they do not refund their item

Which is NOT a key feature of good customer service?

• Providing a good after-sales service
• Dealing with complaints ineffectively
• Knowledgeable staff
• Regular and meaningful communication

What is the best description of a mission statement?

• Short summary of an organisation's aims and objectives for staff to use
• Short summary of an organisation's aims and objectives for customers to use 
• Short summary of an organisation's aims and objectives for both staff and customers to use
• Short summary of an organisation's customer service evaluation results for staff to use

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.

How do you handle a difficult customer who comes into the store for help?

• Pass off the customer onto other TSI student

• Hear customer out, calm customer and resolve situation

• Be disrespectful back to the customer

• Avoid interacting with the customer