Higher AIT - 2.1 2.2 Customer Care

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

Which answer below is NOT an essential quality of a good customer assistant?

• Ability to evaluate problems
• Reserved and distant manner
• Honest and trustworthy
• Able to communicate well both orally and in writing

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?

An agreement between the organisation and the customer that describes what the organisation promises to do as a minimum and what the customer can expect in different situations

• 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 is NOT a benefit of good customer care?

• Higher staff morale and motivation which increased productivity
• Reduction in competitive edge in the market place compared to your rivals
• Loyal and satisfied customers who recommend you to others
• Reduced staff turnover which reduces recruitment costs

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

• complaints
• retention
• profits
• recruitment

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

What is NOT a benefit of dealing with a customer complaint face to face?

• Opportunity for immediate feedback to any queries
• Anything that is unclear can be clarified at a later date
• Suitable for dealing with confidential or sensitive topics e.g. health 
• Able to read body language which can help defuse difficult situations