Customer Service

Which of the following is a reason why customer service is important for business success?

• It increases the cost of products

• It helps businesses maximise and measure customer satisfaction

• It reduces the need for employee training

• It limits business growth

Why are customers important to a business?

• They are the people who buy the goods or services the business provides.

• They are the people who work for the business.

• They are the people who own the business.

• They are the people who advertise the business.

A company is struggling to make a profit and is losing customers. Based on the information provided, what should the company focus on to improve its situation?

• Increasing customer satisfaction

• Reducing the number of products

• Hiring more employees

• Lowering the quality of goods

Which of the following is a potential advantage of providing good customer service?

• Increased customer loyalty

• Higher employee turnover

• Decreased product quality

• Reduced brand reputation

How does customer loyalty benefit a business in promoting new products?

• Loyal customers are already familiar with the brand

• Loyal customers demand lower prices

• Loyal customers avoid recommending the business

• Loyal customers increase complaints

Which of the following is an effect of improved reputation due to good customer service?

• Attracting new customers and increasing market share

• Decreasing employee motivation

• Reducing the quality of products

• Increasing customer complaints

Why are satisfied customers less likely to complain?

• They have received good service

• They want to help competitors

• They are not interested in the company

• They expect poor service

How does having fewer complaints benefit a business’s workforce?

• It leads to a more motivated workforce

• It increases the number of employees

• It reduces the need for customer service

• It decreases employee satisfaction

If a business has a good reputation, what is it likely to attract?

• High caliber of employee

• More customer complaints

• Lower sales and profits

• Less loyal customers

What can happen to a business's profits if it provides poor customer service?

• Profits will increase

• Profits will stay the same

• Profits will decrease

• Profits will double