wayground logo

Free Printable Worksheets

NEW

Font size

S
M
L
XL
Worksheets

Customer Service

Total questions: 16

Worksheet time: 9mins

Name
Class
Date
1.

Which is a feature of poor customer service?

a)

Providing a good after-sales service

b)

Dealing with complaints ineffectively

c)

Knowledgeable staff

d)

Regular and meaningful communication

2.
Which answer below is NOT an essential quality of a good customer assistant?
a)
Ability to evaluate problems
b)
Reserved and distant manner
c)
Honest and trustworthy
d)
Able to communicate well both orally and in writing
3.
What is the best description of a mission statement?
a)
Short summary of an organisation's aims and objectives for staff to use
b)
Short summary of an organisation's aims and objectives for customers to use 
c)
Short summary of an organisation's aims and objectives for both staff and customers to use
d)
Short summary of an organisation's customer service evaluation results for staff to use
4.

Which document is being described here? An agreement often used with customers to define exactly what service the company will provide.

a)

Written Customer Care Statement

b)

Service Level Agreement

c)

Complaints Procedure

d)

Quality Management Procedure

5.
Which document is being described here? Statement which outlines the procedures that customers and company should follow if things go wrong during a transaction.
a)
Written Customer Care Statement
b)
Service Level Agreement
c)
Complaints Procedure
d)
Quality Management Procedure
6.
Which of the following would NOT be covered in a complaints procedure?
a)
Logging all calls and allocating a reference number
b)
Customer receives acknowledgement of complaint received eg by e-mail
c)
The cost of making a complaint
d)
Clear timelines given to indicate when a decision will be made
7.
Which is NOT a benefit of good customer care?
a)
Higher staff morale and motivation which increased productivity
b)
Reduction in competitive edge in the market place compared to your rivals
c)
Loyal and satisfied customers who recommend you to others
d)
Reduced staff turnover which reduces recruitment costs
8.
Which word best completes the sentence on the benefits of good customer care? Excellent customer care increases customer ..........
a)
complaints
b)
retention
c)
profits
d)
recruitment
9.

Which word(s) best completes the sentence on the benefits of good customer care? A company will find that delivering consistently high customer care increases their ...

a)

complaints

b)

reputation

c)

staff turnover

d)

absenteeism

10.
What is NOT a benefit of using Social Media to communicate with customers?
a)
Cheap method of mass communication at the same time
b)
Images and video clips cannot be included to help increase clarity of message
c)
Customers can access information on their smart phones whilst on the go
d)
Used more by certain target markets e.g. younger customers
11.

Which IS a potential consequence of poor customer care?

a)

Positive reputation which improves image of the company

b)

Need to pay out for compensation and recruit more staff to deal with complaints

c)

Increase in customer retention which costs less to manage

d)

Reduction in staff turnover which means less recruitment costs

12.
Which method of evaluating customer care is being described below?
Where someone is employed to act as a normal customer and report back to manager and what they observe/experience.
a)
Mystery shopper
b)
Customer focus group
c)
Loyalty cards
d)
Customer survey
13.
Which method of evaluating customer care is being described below?
Gathering feedback by asking individual customers to respond to either a series of written, online, telephone or face-to-face questions.
a)
Cheap method of mass communication at the Mystery shopper
b)
Customer focus group
c)
Loyalty cards
d)
Customer survey
14.
Which method of evaluating customer care is being described below?
A small number of customers are invited to provide feedback and together have in-depth discussion on a number of key areas.
a)
Mystery shopper
b)
Customer focus group
c)
Loyalty cards
d)
Customer survey
15.

Surveys can take many forms. Which is being described below?


Usually a short pop-up survey that offers an incentive to participate e.g. 10% off voucher

a)

questionnaire (written)

b)

telephone

c)

interview

d)

on-line

16.

What method of evaluating customer care is used by the company in the image?

a)

Focus Group

b)

On-line survey

c)

On-line review

d)

Mystery Shopper

Similar Resources on Wayground

QUIZ 3 : TOPIC 11 [INCOMPLETE RECORDS & SINGLE ENTRY]

15 questions

QUIZ 3 : TOPIC 11 [INCOMPLETE RECORDS & SINGLE ENTRY]

quiz

Worksheet

•

1st Grade - University

Managerial Roles and Responsibilities

20 questions

Managerial Roles and Responsibilities

quiz

Worksheet

•

9th - 12th Grade

Business Step by Step Quiz

15 questions

Business Step by Step Quiz

quiz

Worksheet

•

10th Grade

Marketing Quiz

20 questions

Marketing Quiz

quiz

Worksheet

•

1st - 10th Grade

Importance of Human Resource

20 questions

Importance of Human Resource

quiz

Worksheet

•

10th Grade

Year 9 HGS Business Challenge

20 questions

Year 9 HGS Business Challenge

quiz

Worksheet

•

9th - 10th Grade

Financial Services Basics

14 questions

Financial Services Basics

quiz

Worksheet

•

9th Grade - Professio...