A customer service problem happens when

customer service does not meet expectations

A customer asks for the manager

serving the customers becomes unprofitable

Why is Great Customer Service Important?

You experience less grief from the costumer

What is After-sales service?

Meeting of customer’s needs after they have purchased a product

enticing customers to purchase more products from your business

Getting feedback on products/services

Interpersonal skills are valuable to an employer because they include the following:

Communication & Social Awareness

Identify which of the below is NOT a key factor in delivering excellent customer service

Source of finance used which do not need to be paid back

When looking at customer service, the company should consider how it targets the Marketing Mix (4Ps). Identify which of the statements below is NOT a consideration of the 4Ps.

Training staff to deliver excellence every time

Prices which are reasonable for the quality of product made

Selling in locations which customers find accessible e.g. on-line

Offering deals to customers which rewards loyalty

Excellent customer satisfaction brings many rewards to the company. Which is NOT a valid advantage of spending money to deliver excellence?

Is easier to negotiate a lower bank interest rate on loans

Can attract a better calibre of employee to the company

Reputation makes it easier to attract new customers and increase market share

Existing customers return (loyalty) to boost sales and profits

A possible impact of poor customer service could be ...

Negative reviews on consumer websites which harms reputation

Attract good publicity in local press

Customer loyalty increases and sales soar

Easier to recruit high quality staff into company

Which example below would NOT help improve satisfaction for existing customers?

Offering a great deal of 50% purchases off to new customers

Staff going the extra mile to help a customer with their purchasing decision

Keep customers informed of progress on their complaints or enquiries

What is not a benefit of having a complaints procedure?

Staff know how to deal with complaints in a consistent way

Staff know the rules of giving compensation to customers

Customers are reassured that their complaints are being dealt with in a professional manner

It allows a complaints section to be created with dedicated staff

What is not a benefit of having a complaints procedure?

Staff know how to deal with complaints in a consistent way

Staff know the rules of giving compensation to customers

Customers are reassured that their complaints are being dealt with in a professional manner

It allows a complaints section to be created with dedicated staff

What is NOT an example of good after-sales service?

Offering a discount to encourage new customers to purchase product

Giving a 2 year guarantee for product bought

A website which provides additional customer information such as how to order spare part

What is NOT an example of suitable compensation to offer a customer who has been seriously let down by an organisation?

Refund of purchase price for good or service

Free return visit e.g. meal or overnight stay

% off future purchases with the company

What best describes what is wrong with the customer service assistant in this picture?

Angry and negative with customers

A customer calls a company to complaint about a faulty good. What step below should NEVER be followed?

Keep customer on the line indefinitely until you find the right person to deal with them

Log the call in a database with full details

Ensure that any outstanding issue is resolved and promised return call is made

Listen carefully to the customer and show empathy

Customer Satisfaction

Quiz

•

English

•

2nd - 3rd Grade

•

Practice Problem

•

Hard

•

CCSS

RI.2.5, RI.3.3, RL.2.1

+41

Standards-aligned

Margaret Anderson

FREE Resource

38 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Choose an example of good customer service.

Food service assistands stands with their backs to the customer

A food service assistant smiles and greets the customer politely

A food service assistant chews her nails whilst waiting for her customer to make their choice.

A chef shouts at a colleague when they make an error with a food order.

Tags

CCSS.RF.2.4C

CCSS.RI.3.1

CCSS.RL.2.1

CCSS.RL.2.2

CCSS.RL.3.1

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Identify the benefits of good customer service to the business.

Customers who did not enjoy their experience, will recommend the business to friends.

Customers who enjoy their experience, will spend more money.

The business will not expand.

The business will get bad reviews.

Tags

CCSS.RI.2.1

CCSS.RI.3.2

CCSS.RL.2.2

CCSS.RL.3.1

CCSS.RL.3.2

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which is a way to gain customer satisfaction?

Confidence in service

Not dealing with problems

Slow service

Long queues

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Which is not a way to provide consistent and reliable service?

Product knowledge

Dealing with problems

Long waiting time

Short waiting time

Tags

CCSS.RI.2.1

CCSS.RI.3.2

CCSS.RL.2.1

CCSS.RL.3.1

CCSS.RL.3.2

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

The staff in the shop are very polite, they are ______________________.

courteous

efficient

faithful

uncaring

Tags

CCSS.RI.1.4

CCSS.RI.2.4

CCSS.RI.3.4

CCSS.RI.4.4

CCSS.RL.3.4

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

We're doing everything to ____________________ our customers' expectations.

excess

exit

exceed

access

Tags

CCSS.RF.2.3C

CCSS.RF.2.3D

CCSS.RF.3.3B

CCSS.RF.3.3C

CCSS.RF.3.3D

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Last year, we lost a lot of customers ______________ our competitor

for

on

to

with

Tags

CCSS.L.1.1I

CCSS.L.K.1E

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Customer Satisfaction

38 questions

Choose an example of good customer service.

Identify the benefits of good customer service to the business.

Which is a way to gain customer satisfaction?

Which is not a way to provide consistent and reliable service?

The staff in the shop are very polite, they are ______________________.

We're doing everything to ____________________ our customers' expectations.

Last year, we lost a lot of customers ______________ our competitor

Usually it's easier to _________________________ an existing customer than to gain a new one.

For most businesses, the most profitable customers tend to be...

A customer service problem happens when

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