Higher AIT - Customer Care

Select 2 benefits to the organisation of having an effective customer service policy.

• Gain new customers as word spreads

• Low level of customer satisfaction

• Existing customers keep coming back

• Lots of complaints to deal with

Select the key features of customer service below

• Putting the customer first

• Communicating with customers effectively

• Ensuring staff are knowledgeable about the products and services

• Dealing with complaints effectively

A mission statements an organisation aims and objectives.

• True

• False

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

Which document is being described here?

A formal written statement about the standards that a customer can expect from an organisation. it is written to ensure that the customer gets what they want, at the right standard, quality and price.

• Written Customer Care Statement

• Service Level Agreement

• Complaints Procedure

• Quality Management Procedure

Which document is being described here?

Statement which outlines the procedures that customers and company should follow if things go wrong during a transaction.

• Written Customer Care Statement

• Service Level Agreement

• Complaints Procedure

• Quality Management Procedure

Which of the following would NOT be covered in a complaints procedure?

• Logging all calls and allocating a reference number

• Customer receives acknowledgement of complaint received eg by e-mail

• The cost of making a complaint

• Clear timelines given to indicate when a decision will be made

Which word best completes the sentence on the benefits of good customer care?

A company will find that delivering consistently high customer care increases their ...

• Complaints

• Reputation

• Staff turnover

• Rival's profits

Which word best completes the sentence on the benefits of good customer care?

Excellent customer care increases customer ..........

• Complaints

• Retention

• Profits

• Recruitment

Which method of evaluating customer care is being described below?

Where someone is employed to act as a customer in order to experience the service and care ordinary shoppers would receive. The will record their experience and feed back to the company.

• Mystery Shopper

• Customer Focus Group

• Loyalty Cards

• Customer Survey