BEC _MrK - Customer Services

Say you are not happy with something = ....

• explain the issue

• make a complaint

• report a problem

• have a query

Give detailed information about a problem = ....

• explain the issue

• make a complaint

• report a problem

• have a query

Ask for more information about something that isn't clear = ....

• explain the issue

• make a complaint

• report a problem

• have a query

suggest an answer to a problem = ....

• response time

• offer a solution

• report a problem

• get feedback

Ask customers what they think about your company = ....

• response time

• offer a solution

• report a problem

• get feedback

the time it takes to answer a customer = ....

• response time

• offer a solution

• report a problem

• get feedback

a department that answers customer questions = ....

• response time

• offer a solution

• customer support

• customer loyalty

the idea that customers will always choose a company's products= ....

• response time

• offer a solution

• customer support

• customer loyalty

"We'll offer you 20% off if you buy it today."

Which solution is being offered?

• a replacement

• a refund

• a credit voucher

• a discount

• a compensation

"Sorry you can't have your money back for the holiday, but we will send you a cheque for $200."

Which solution is being offered?

• a replacement

• a refund

• a credit voucher

• a discount

• a compensation