WorksheetsCustomer Service - N5 AIT
Total questions: 9
Worksheet time: 5mins
Who are the customers of an Administrative Assistant?
Internal - employees, managers and owners
External - customers, suppliers, enquirers
Both internal and external
None of those mentioned
What is a customer feedback form?
It outlines how employees should deal with customers
It ensures all staff know the products and services on offer
It allows customers to give valuable comments and views on how they have found the service
It ensures staff know their goals and targets
What does a customer service policy statement do?
Helps the business identify any issues in the way it operates
Outlines how employees should deal with customers
Outlines the main intentions of the organisation
Highlights any training that staff may require
Which of the following would NOT be found in a Customer Service Policy?
How best to answer the phone
Level of assistance expected
Dealing with complaints
Customer telephone numbers
What is a business Mission Statement?
It allows you to collect feedback from customers
It advises staff in what order customers should be dealt with
It outlines the main intentions of the organisation
It outlines how employees should deal with customers
Which of these would not be used to gather customer feedback?
Survey on website/app
Survey over the telephone
Hiring suitable, friendly and helpful staff
Using a mystery shopper
Which of these is a benefit of good customer service?
Increased customer complaints
Lower staff turnover/less absenteeism
Lower efficiency/decreased productivity
Legal action
Which of these is NOT a benefit of good customer service?
Customer loyalty
Reduced complaints
Good publicity
Demotivated employees
Which of these would NOT be a consequence of poor customer service?
Negative publicity
Increased sales
Higher staff turnover
Higher staff absenteeism
