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WorksheetsLO4 - Understand Customer Service and Internal Influences on Business
Total questions: 35
Worksheet time: 27mins
Businesses whose employees demonstrate a customer-service mindset often benefit from
increased costs
reduced complaints
rapid employee turnover
decreased employee morale
Which IS a potential consequence of poor customer care?
Positive reputation which improves image of the company
Need to pay out for compensation and recruit more staff to deal with complaints
Increase in customer retention which costs less to manage
Reduction in staff turnover which means less recruitment costs
Where someone is employed to act as a normal customer and report back to manager and what they observe/experience.
Gathering feedback by asking individual customers to respond to either a series of written, online, telephone or face-to-face questions.
How can a complaint help a business? select 2 answers
It can help you improve areas
Gets customers to use other companies
It can't
Identify under performing staff
How can complaints be bad for business? Select 2 answers
The business can improve
The business might lose customers and profits
The business might gain a negative public image
They aren't bad, only good
Why is it important to resolve complaints before customers leave? Select 2 answers
So the customer leaves satisifed
Less likely to receive higher level complaints and helps to minimise the risk of others finding out about the situation
Because the customer is always right
So that you don't have to deal with the person again
Why is it important to resolve complaints before customers leave? Select 2 answers
So the customer leaves satisifed
Less likely to receive higher level complaints and helps to minimise the risk of others finding out about the situation
Because the customer is always right
So that you don't have to deal with the person again
What 2 scenarios might require you to get your manager involved in the complaint?
When you don't want to deal with an angry customer
When the customer asks to speak to the manager
When the customer is happy with the solution
When you've reached your level of authority and need approval for further action
What 2 scenarios might require you to get your manager involved in the complaint?
When you don't want to deal with an angry customer
When the customer asks to speak to the manager
When the customer is happy with the solution
When you've reached your level of authority and need approval for further action
A force that influence your behavior is called
theory
motivation
competence
A force that influence your behavior is called
theory
motivation
competence
A force that influence your behavior is called
theory
motivation
competence
Which level of Maslow's hierarchy of needs deals with satisfying one's hunger, thirst, and other bodily needs?
psychological
social
esteem
physiological
Which level of Maslow's hierarchy of needs deals with satisfying one's hunger, thirst, and other bodily needs?
psychological
social
esteem
physiological
Which level of Maslow's hierarchy of needs deals with satisfying one's hunger, thirst, and other bodily needs?
psychological
social
esteem
physiological
Which of the following needs in Maslow's hierarchy refers to the drive to become what one is capable of becoming?
A) social
B) self-actualization
C) physiological
D) esteem
Which of these is NOT a monetary method of motivation?
Comission
Pay Rise
Recognition
Bonuses
what are TWO benefits of a motivated workforce?
This can result in better productivity
customer service will most likely improve
you can pay them less because they're enjoying work
they only work when they feel like working
Which of these is NOT a category in Maslow's hierarchy of needs?
Social
Travel
Esteem
Safety
According to Abraham Maslow, human needs can be divided into how many types?
Three types
Four types
Five types
Six types
Teamwork is an important motivator.
Managers should take an interest in their workers.
He suggested that physical conditions and pay matter less than social interaction when motivating employees. Whose theory is this?
Taylor
Mayo
Maslow
Macregor
Diseconomies of scale might arise because
firms spend money on new technology which leads to lower average costs.
decision-making by management becomes more difficult in larger firms.
workers are more likely to be productively efficient in larger firms.
larger firms can buy in bulk.
