Customer Care 1

Complete the well known phrase. "The customer is always ............"?

• arriving when you least expect it.

• interrupting you when you are really busy!

• right!

• complaining about the service.

Which members of staff within the organisation should be trained in Customer Care?

• All staff.

• Staff dealing with internal customers.

• Staff dealing with external customers.

• Reception staff only.

One of the key features of good customer service is providing good after-sales service. What definition best describes this?

• If there is a problem with the product after it is sold the customer must then deal with the manufacturer.

• If there is a problem with the product after it is sold the business who sold the product will help.

When dealing with a customer complaint it is important that all customers are dealt with in the same way. Why?

• So that customers know what will happen.

• So that all staff know how to deal with complaints.

• So that customers feel they are treated fairly.

• All of the these answers.

What is another term used for 'policies'?

• Protocols

• Correspondence

• Notes

• Staff Handbook

What is most important when taking a message?

• Take the message quickly.

• Above all the message must be accurate.

• The message must be electronic.

• Get someone else to write down the message.

When you purchase a product from on-line retailer Amazon they always enquire about the service. How do they do this?

• By telephoning you.

• They send you a letter.

• Someone knocks on your door and asks you questions.

• They send it electronically to you.

What is another name for Customer Care?

• Customer Service

• Customer Loyalty

• Customer Maximisation

• Customer Protocol

What is the most important skill to have when dealing with customers?

• ICT

• Organisation

• Communication

• Message Handling

If a customer complains about the service they have received on social media this can affect the business' .....

• Reputation

• Sales

• Profits

• All of these answers