Basics of Customer Services: Unit 2

What is essential to stay competitive and build long-term relationships?

• Service culture

• Sales techniques

• Product pricing

• Marketing strategies

Which of the following is a key component of a customer service environment?

• Product inventory

• Employee salaries

• Organisational culture

• Market trends

What directly influences the behaviours, attitudes, and values of employees?

• Customer feedback

• Product quality

• Sales performance

• Organisational culture

What is one of the primary types of feedback collection?

• Market analysis

• Sales reports

• Structured surveys

• Employee reviews

Which feedback mechanism allows for open-ended responses?

• Feedback forms

• Experience rating systems

• Open ended feedback

• Structured surveys

What is the concept of providing customer services to both internal and external customers called?

• Service delivery

• Customer journey

• Service chain

• Feedback loop

Who are considered external customers?

• Individuals purchasing products

• Employees within the company

• Suppliers of goods

• Management staff

What does the SERVQUAL model relate to?

• Employee training

• Product pricing

• Service dimensions

• Market segmentation

What are customer touchpoints?

• Product displays

• Employee meetings

• Sales reports

• Moments of interaction

What is a 'moment of truth' in customer service?

• Actual interaction between customer and retail assistant

• Sales transaction completion

• Product return process

• Customer feedback collection