Investigate the methods used to improve customer service

What is customer service?

• Cheap prices and quick delivery
• Friendly staff
• Giving customer satisfaction and exceeding expectations
• Giving a free gift

Why is customer service important?

• Enhanced reputation of the  business
• Improved customer loyalty
• Improved job satisfaction
• All of the answers are correct

What sort of information is in a customer profile?

• Types of customer, products or services provided, customer care and service
• Age, geographical location, socio-economic group
• The information on their facebook page
• What you personally think of the customer

Where can you get customer service information?

• From loyalty cards
• Ask staff
• Ask customers
• All of the answers are correct

What methods can you use to monitor customer service?

• Questionnaires
• Mystery shopper
• Customer tracking
• All of the answers are correct

How can employees improve customer service?

• By showing empathy, patience and consistency
• By having good product knowledge
• Acting in a friendly and professional way
• All of the answers are correct

How can you obtain qualitative customer service data?

• By using yes or no questions
• Asking customers why they like or dislike something
• Asking how often they shop here
• All of the answers are correct

How can you collect qualitative customer service data?

• By conducting focus groups about a new product
• By conducting staff surveys and views on improvements
• Comment cards
• All of the answers are correct

How can you obtain quantitative customer service data?

• By using yes or no questions
• Asking customers why they like or dislike something
• Information from comments cards
• All of the answers are correct

How can you evaluate customer service?

• By asking customers for feedback
• By analysing data on customer complaints
• By monitoring quality of products and serices
• All of the answers are correct