Customer Service in Business Operations

What is the primary aim of customer service?

• To reduce the number of customers

• To complicate the sales process

• To have happy, satisfied customers

• To increase product prices

When can customer service start?

• Only during the purchase

• Only after the purchase

• Before the customer has bought the product or service

• Only when a complaint is made

How has technology impacted customer service?

• It has facilitated customer service through eCommerce, mCommerce, and social media

• It has made customer service more expensive

• It has reduced the need for customer service

• It has made customer service obsolete

What is an example of pre-sale customer service?

• Answering questions about product features

• Processing a refund

• Delivering a purchased item

• Handling a customer complaint

What is important during the sale process itself?

• Rushing the customer

• Avoiding interaction with the customer

• Being polite, respectful, and responsive

• Ignoring customer queries

What is an example of after-sales customer service?

• Answering questions about product features

• Offering a cup of coffee during a service

• Contacting a helpline for advice with using a product

• Providing product information on a website

What is a benefit of having a high staff-to-passenger ratio on Platinum Cruises?

• It ensures there is always someone available to deal with any passenger query or request

• It reduces the number of passengers

• It increases the cost of the cruise

• It makes the cruise less enjoyable

What is the purpose of the Platinum Cruises app?

• To reduce the number of staff

• To make queries or order food and drinks while on board

• To increase the price of the cruise

• To limit customer interaction

What does Albert do a week after customers return from their cruise?

• Ignores their feedback

• Increases the price of their next cruise

• Cancels their future bookings

• Contacts them to discuss their holiday and offers a discount code

What is an example of managing customer expectations?

• Promising things that cannot be delivered

• Providing clear information about goods and services

• Delaying responses to customer complaints

• Ignoring customer queries