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WorksheetsInvestigate the methods used to improve customer service
Total questions: 15
Worksheet time: 8mins
Name
Class
Date
1.
What is customer service?
a)
Cheap prices and quick delivery
b)
Friendly staff
c)
Giving customer satisfaction and exceeding expectations
d)
Giving a free gift
2.
Why is customer service important?
a)
Enhanced reputation of the business
b)
Improved customer loyalty
c)
Improved job satisfaction
d)
All of the answers are correct
3.
What sort of information is in a customer profile?
a)
Types of customer, products or services provided, customer care and service
b)
Age, geographical location, socio-economic group
c)
The information on their facebook page
d)
What you personally think of the customer
4.
Where can you get customer service information?
a)
From loyalty cards
b)
Ask staff
c)
Ask customers
d)
All of the answers are correct
5.
What methods can you use to monitor customer service?
a)
Questionnaires
b)
Mystery shopper
c)
Customer tracking
d)
All of the answers are correct
6.
How can employees improve customer service?
a)
By showing empathy, patience and consistency
b)
By having good product knowledge
c)
Acting in a friendly and professional way
d)
All of the answers are correct
7.
How can you obtain qualitative customer service data?
a)
By using yes or no questions
b)
Asking customers why they like or dislike something
c)
Asking how often they shop here
d)
All of the answers are correct
8.
How can you collect qualitative customer service data?
a)
By conducting focus groups about a new product
b)
By conducting staff surveys and views on improvements
c)
Comment cards
d)
All of the answers are correct
9.
How can you obtain quantitative customer service data?
a)
By using yes or no questions
b)
Asking customers why they like or dislike something
c)
Information from comments cards
d)
All of the answers are correct
10.
How can you evaluate customer service?
a)
By asking customers for feedback
b)
By analysing data on customer complaints
c)
By monitoring quality of products and serices
d)
All of the answers are correct
11.
What changes can the business implement to improve customer service?
a)
Improve range and quality of products
b)
Introduce new technology to make payment and delivery easier
c)
Improve staff training
d)
All of the answers are correct
12.
How can the business resolve problems and complaints
a)
Put the phone down they will call back
b)
Tell them to shop elsewhere
c)
By acting professionally and agreeing to a solution
d)
All of the above
13.
How can a company improve its customer service for disabled customers?
a)
By providing a catalogue in Braille
b)
By ensuring that the company's products and services are accessible to all regardless of disability.
c)
By refusing access to disabled customers
d)
All of the above
14.
How can a company ensure that British values are being promoted by their staff?
a)
By giving staff training on equality and diversity.
b)
By ensuring that any potential changes are communicated to staff and customers and all have a chance to give feedback
c)
By showing mutual respect for and tolerance of those with different faiths and beliefs and for those without faith
d)
All of the above
15.
A product is continually getting customer complaints and being returned what would you do?
a)
Don't worry it's not your problem
b)
Alert a manager to the problem and suggest what you think needs to be done
c)
Pass it onto the next person in the office to deal with it.
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