Customer Service - N5 AIT

Who are the customers of an Administrative Assistant?

• Internal - employees, managers and owners

• External - customers, suppliers, enquirers

• Both internal and external

• None of those mentioned

What is a customer feedback form?

• It outlines how employees should deal with customers

• It ensures all staff know the products and services on offer

• It allows customers to give valuable comments and views on how they have found the service

• It ensures staff know their goals and targets

What does a customer service policy statement do?

• Helps the business identify any issues in the way it operates

• Outlines how employees should deal with customers

• Outlines the main intentions of the organisation

• Highlights any training that staff may require

Which of the following would NOT be found in a Customer Service Policy?

• How best to answer the phone

• Level of assistance expected

• Dealing with complaints

• Customer telephone numbers

What is a business Mission Statement?

• It allows you to collect feedback from customers

• It advises staff in what order customers should be dealt with

• It outlines the main intentions of the organisation

• It outlines how employees should deal with customers

Which of these would not be used to gather customer feedback?

• Survey on website/app

• Survey over the telephone

• Hiring suitable, friendly and helpful staff

• Using a mystery shopper

Which of these is a benefit of good customer service?

• Increased customer complaints

• Lower staff turnover/less absenteeism

• Lower efficiency/decreased productivity

• Legal action

Which of these is NOT a benefit of good customer service?

• Customer loyalty

• Reduced complaints

• Good publicity

• Demotivated employees

Which of these would NOT be a consequence of poor customer service?

• Negative publicity

• Increased sales

• Higher staff turnover

• Higher staff absenteeism