SCOPW Customer Service Recap

Which type of Customer am I describing...my focus is on the product or service satisfaction and experience

• Internal

• External

• Public

• Stakeholders

Which type of Customer am I describing...my focus is on efficiency and collaboration within the Org

• Internal

• External

• Public

• Stakeholders

SIPOC stands for...

• 1. Sellers, Inventory, Production, Orders, and Clients

• 1. Sources, Information, Procedures, Outcomes, and Consumers

• 1. Systems, Ingredients, Protocols, Operations, and Clients

• Suppliers, Inputs, Processes, Outputs and Customers

The 3 Factors that drive Customer Service are?

• Quality, Cost and Delivery

• Quantity, Cost and Delivery

• Quality, Cash and Deposit

• Quantity, Cosh and Deposit

Which are the TWO missing elements from the Monitoring a Customer Problem Quadrant...Sales, Returns...

• Customer Opinion

• Customer Feedback

• Customer Survey

• Customer Records

Where is Customer Service delivered...Choose ALL that apply

• On the phone

• Face to face

• Social Media

• Appointments

• Providing information

How is Customer Service delivered...Choose ALL that apply

• Appearance

• Attitude

• Friendliness

• Responsibility

• Taking Action

Which of these is a Danger Phrase

• That’s a good question, let me find out

• You’ll have to

• Let’s see what we can do

• The next time that happens, here’s what we can do

What does the Customer desire...Choose ALL that apply...

• Participation

• Empathy

• Love

• Fairness

Which one of these is a step in the Customer Service Lifecycle

• Redaction

• Responsibility

• Revival

• Respect