HEART Customer Service Quiz

What is an essential part of establishing contact with customers?

• Speak informally

• Wear casual attire

• Acknowledge and greet professionally

• Ignore complaints

What should be maintained in line with organizational requirements?

• Personal opinions

• Flexible working hours

• Personal dress and presentation

• Random schedules

How should opportunities to enhance quality be handled?

• Wait for customer feedback

• Leave them unaddressed

• Report only to management

• Take action to improve service

What is done with unmet customer needs?

• Cancel the order

• Discuss suitability of other products/services

• Forward to legal team

• Ignore them

What is part of the evidence guide?

• Ignoring customer feedback

• Working independently only

• Sending promotional emails

• Utilizing interpersonal skills

What should be done after processing customer complaints?

• Inform customer of the outcome

• Refer to HR

• Delete the records

• Close the case silently

Which of these is an example of a complaint?

• Late arrival

• Extra payment

• Excessive praise

• Service dissatisfaction

What is essential when making decisions about complaints?

• Rely on personal judgment alone

• Ignore codes of practice

• Consider legislation and policies

• Always agree with customer

What should be done with complaints that require referral?

• Delay action

• Wait for escalation

• Forward all documents and reports

• Ignore them

What is critical when exercising judgment?

• Focus on speed only

• Ignore long-term outcomes

• Consider only personal opinions

• Identify implications for customer and organisation