Chapter 2: Quality Customer Service

what is the main reason for business success?

• Quality service

• Gaining new customers

• Location in a shopping mall

• Good feedback on Facebook

What is personalised service?

• Only accepting credit card as payment for goods

• Obtaining a refund when not happy with a product

• Being referred to by name when coming back to a store

• Being able to leave a complaint on an answering machine

What is the best way to keep customers connected and engaged with a business?

• Social media

• Telephone calls

• Snail mail offers

• Newsletters via email

which of the following is an example of a good quality service standard?

• Answering an email within seven days

• Leaving a customer alone until they ask for your help

• Informing customers of delays and their expected length

• Greeting a customer within a minute of them entering the store

What ensures long-term business success?

• Being accessible on social media

• Getting new customers every day

• Introducing a loyalty program for regular clients

• Having a competitive edge over the other business

What kind of business ensures that customer satisfaction is paramount?

• Certified business

• Customer focussed

• Courteous business

• Customer enhanced

What should a staff member know if they have detailed knowledge of the product being sold?

• The competitor's prices

• The amount of profit made

• Where everything is located

• How many were sold that week

What provides insight on how well the business is working towards its goals?

• Feedback

• Orders

• Profits

• Sales

What term describes when satisfied customers is more important than workers trying to outdo each other?

• Energy

• Lethargy

• Prosperity

• Synergy

What turns a customer into a repeat customer?

• Adopting a teamwork approach

• Delivering service beyond expectation

• Developing collegial working relationships

• Workers having ownership of their actions