Basics of Customer Service (Unit 2 #1)

Service culture refers to organizational

• values, beliefs and behaviours.

• goal, beliefs and behaviours.

• values, ideas and behaviours.

• values, beliefs and character.

A service culture is developed within the organization is to satisfy it staff's needs.

• True.

• False.

An organization culture that provides employee the autonomy to make decision on the spot for customer is known as

• authority.

• rights.

• empowerment.

• freedom.

The two types of feedback collection are monitoring and

• surveys.

• ratings.

• questionnaire.

• solicitation.

After using the toilet, the user can feedback on the cleanliness of the toilet using

• experience rating systems.

• structured surveys.

• open ended feedback

• monitoring system.

Retraining of staff is one of a strong follow up actions when feedbacks are gathered and analyzed.

• True.

• False.

Which of the following is NOT an internal customers?

• CEO.

• Shopper.

• HR executive.

• Admin staff.

RATER stands for Reliability, Assurances, Tangibles, Empathy and

• Responsible.

• Relatedness

• Relevancy.

• Responsiveness.

One of the customer touchpoints in a retail store is

• phone call.

• delivery.

• payment.

• housekeeping.

Benchmarking is important because it

• monitor company's profit.

• raise standards and performances

• attract customer to spend.

• creates job opportunity.