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WorksheetsCustomer Service
Total questions: 9
Worksheet time: 7mins
Good Customer Service helps to:
Build Your Brand
Create Trust With Your Customers
Reduce Customer Complaints & Minimise Problems
All of the Options
What makes your organisation different from similar ones?
Products & Service are the difference
We pay less so our costs are lower
We work our teams harder
Our social media & marketing is funnier
What is the first stage on the Customer Journey?
Need recognition
Information Search
Evaluation of Alternatives
Purchase Decision
How long do you have to make a first impression?
7 Seconds
17 Seconds
70 Seconds
7 Minutes
What percentage of complaints do you hear about?
1 in 10
1 in 50
1 in 500
1 in 25
How many people could hear about a bad experience?
6
60
600
6000
What is the first thing to do when handling a complaint?
Run away
Get the manager
Apologise
Argue back
Your most unhappy customer is your greatest source of.....
Aggravation
Learning
Income
Frustration
Which of the following demonstrates respect:
Being Polite
All of the Options
Being consistent in your actions
Encouragement & Implementation of ideas
