Customer Service Excellence

Which of the following best describes customer feedback?

i. It serves as a guiding resource for the growth of your company

ii. It is an important way of fully understanding a customer’s perception of your brand

iii. It is a valuable resource for improving customer experience and adjusting your actions to their needs iv. information can be used to adjust how you do business and satisfy your clients needs more effectively

• ii & iii

• all of the above

• i, ii & iii only

• i only

Which of the following is not a mechanism to collect customer feedback?

• live chat support

• social media

• brand promotion

• surveys

The MOAF Customer feedback System allows customers to lodge different categories of feedback. List three (3) such categories:

A customer complaint is referred to as

• any expression of unhappiness in a product or service that is offered

• a written expression of dissatisfaction

• an expression of dissatisfaction over the telephone

• an expression with colourful Jamaican words

Which of the following is not a characteristic of a complaints handling policy:

• assures customers about the organization's commitment to continuous improvement

• identifies the steps you will take in addressing and resolving complaints

• provides the organization’s standards for addressing customer queries

• asks customer to rate the service delivery of the organization

What are the steps to be followed in handling a complaint?

• follow up, keep promises, act quickly, discuss possible options, , get the facts, record, listen

• keep promises, listen, act quickly, follow up, record, get the facts, discuss possible options

• listen, record, get the facts, discuss possible options, act quickly, keep promises, follow up

• get the facts, listen, record, act quickly, discuss possible options, follow up, keep promises

Which is not the recommended for a customer who had a poor experience with a Division/ Entity:

• complain to persons outside the organisation

• provide written or verbal feedback directly to the offending Division or Entity

• log their feedback to the online Customer Feedback System

• Contact the Customer Service Branch (visit, call, email)

Based on the standard provided by the Ministry’s Citizen’s Charter, written queries (written correspondence includes letters, memoranda, facsimiles, and email) will be acknowledged within:

• 20 working days

• 30 working days

• 10 working days

• 5 working days

Customer feedback logged to the online Customer Feedback System are acknowledged:

• 5 working days

• 24 hours

• immediately

• by the next business day

Online Polls, email surveys, feedback forms, live chat support are examples of

• Referencing customers

• Customer feedback

• Monitoring your customer activity

• Customer service analysis