Why is good customer service essential for an organisation?

• To increase product prices

• To reduce marketing costs

• To survive in the market place and remain competitive

• To decrease the variety of products and services

Which of the following is NOT a key feature of good customer service?

• Providing a good after-sales service

• Dealing with complaints effectively

• Ignoring customer feedback

• Ensuring that staff are knowledgeable about products and services

What is the purpose of a written customer care statement/strategy?

• To outline the organisation's financial goals

• To set the standards expected from the organisation by the customers

• To provide a script for customer service calls

• To list the personal information of customers

What is the benefit of sharing the customer care statement with both employees and customers?

• It helps in reducing the cost of training new employees

• It ensures everyone is aware of the standard expected

• It allows for reducing the number of products offered

• It is used for legal compliance only

What is a Service Level Agreement?

• A contract between two companies to provide mutual services.

• An agreement between the organisation and the customer outlining promises and expectations.

• A legal document that outlines employee benefits within an organisation.

• A financial agreement between a service provider and a vendor.

Which of the following is NOT included in a complaints procedure?

• Giving complaints a reference number.

• Providing clear timelines for a response.

• Communicating the result of the complaint to the customer.

• Offering a discount on future services as an apology.

What is one of the benefits of good customer care mentioned in the text?

• Decreased staff morale.

• Increased market share.

• Reduced customer loyalty.

• Higher employee turnover.

What can a Service Level Agreement help an organisation to see?

• The financial status of the company.

• The standards they are expected to meet and the reasons for any failures.

• The personal performance of individual employees.

• The market trends and customer spending habits.

According to the text, what should happen if an organisation fails to deliver on its promises?

• The organisation should ignore the failure.

• The customer should be charged extra costs.

• The responsibilities of both the organisation and the customer should be reviewed.

• The organisation should automatically lose the customer.

What is a consequence of poor customer care related to staff within an organisation?

• Increased motivation and morale among staff

• Improved working relationships

• High staff turnover due to demotivated staff and low staff morale

• Attraction of more skilled employees