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WorksheetsCustomer satisfaction
Total questions: 38
Worksheet time: 25mins
Name
Class
Date
1.
Choose an example of good customer service.
a)
Food service assistands stands with their backs to the customer
b)
A food service assistant smiles and greets the customer politely
c)
A food service assistant chews her nails whilst waiting for her customer to make their choice.
d)
A chef shouts at a colleague when they make an error with a food order.
2.
Identify the benefits of good customer service to the business.
a)
Customers who did not enjoy their experience, will recommend the business to friends.
b)
Customers who enjoy their experience, will spend more money.
c)
The business will not expand.
d)
The business will get bad reviews.
3.
Which is a way to gain customer satisfaction?
a)
Confidence in service
b)
Not dealing with problems
c)
Slow service
d)
Long queues
4.
Which is not a way to provide consistent and reliable service?
a)
Product knowledge
b)
Dealing with problems
c)
Long waiting time
d)
Short waiting time
5.
The staff in the shop are very polite, they are ______________________.
a)
courteous
b)
efficient
c)
faithful
d)
uncaring
6.
We're doing everything to ____________________ our customers' expectations.
a)
excess
b)
exit
c)
exceed
d)
access
7.
Last year, we lost a lot of customers ______________ our competitor
a)
for
b)
on
c)
to
d)
with
8.
Usually it's easier to _________________________ an existing customer than to gain a new one.
a)
stick
b)
keep
c)
hold
d)
leave
9.
For most businesses, the most profitable customers tend to be...
a)
Local customers
b)
Loyal customers
c)
Business customers
d)
New Custoemrs
10.
A customer service problem happens when
a)
A customer asks for the manager
b)
serving the customers becomes unprofitable
c)
customer complaint is ignored
d)
customer service does not meet expectations
11.
A key benefit from offering good customer service is
a)
Lower costs
b)
Repeat business
c)
Reduced tax
d)
less customers
12.
Treat others as you’d like to be treated is a good guiding principle behind offering outstanding service or sales through service.
a)
True
b)
False
13.
Why is Great Customer Service Important?
a)
The customer is happy.
b)
You experience less grief from the costumer
c)
Stress levels are down.
d)
All of them
14.
What is After-sales service?
a)
Up selling products
b)
Meeting of customer’s needs after they have purchased a product
c)
enticing customers to purchase more products from your business
d)
Getting feedback on products/services
15.
Interpersonal skills are valuable to an employer because they include the following:
a)
Hard Skills
b)
Communication & Social Awareness
c)
Service Breakdown
d)
Psychological Distracters
16.
Identify which of the below is NOT a key factor in delivering excellent customer service
a)
Source of finance used which do not need to be paid back
b)
Quality of service or product
c)
Durability of product
d)
After sales service
17.
Customers will want _____ which are reasonable for the quality of the product bought
a)
Prices
b)
Ranges
c)
Packaging
d)
Guarantees
18.
When looking at customer service, the company should consider how it targets the Marketing Mix (4Ps). Identify which of the statements below is NOT a consideration of the 4Ps.
a)
Prices which are reasonable for the quality of product made
b)
Selling in locations which customers find accessible e.g. on-line
c)
Offering deals to customers which rewards loyalty
d)
Training staff to deliver excellence every time
19.
Excellent customer satisfaction brings many rewards to the company. Which is NOT a valid advantage of spending money to deliver excellence?
a)
Can attract a better calibre of employee to the company
b)
Reputation makes it easier to attract new customers and increase market share
c)
Existing customers return (loyalty) to boost sales and profits
d)
Is easier to negotiate a lower bank interest rate on loans
20.
HR department can help ensure excellent customer service is delivered by ___________ staff regularly on how to handle complaints
a)
training
b)
recruiting
c)
selecting
d)
legislating
21.
A possible impact of poor customer service could be ...
a)
Attract good publicity in local press
b)
Negative reviews on consumer websites which harms reputation
c)
Customer loyalty increases and sales soar
d)
Easier to recruit high quality staff into company
22.
Which example below would NOT help improve satisfaction for existing customers?
a)
Staff going the extra mile to help a customer with their purchasing decision
b)
Under promise but over deliver
c)
Keep customers informed of progress on their complaints or enquiries
d)
Offering a great deal of 50% purchases off to new customers
23.
How could a company measure customer satisfaction levels? Fill in the blank.
By tracking the ______ of customer complaints over time
By tracking the ______ of customer complaints over time
a)
number
b)
style
c)
wording
d)
cost
24.
How could a company measure customer satisfaction levels? Fill in the blank.
By conducting a ___________ which gathers a small number of customers together to seek their opinion
By conducting a ___________ which gathers a small number of customers together to seek their opinion
a)
focus group
b)
mystery shopper
c)
telephone survey
d)
comment box
25.
How could a company measure customer satisfaction levels? Fill in the blank.
By arranging a ___________ who will act like a real customer and report back on their experience of customer service levels to the company
By arranging a ___________ who will act like a real customer and report back on their experience of customer service levels to the company
a)
focus group
b)
mystery shopper
c)
telephone survey
d)
comment box
26.
How could a company measure customer satisfaction levels? Fill in the blank.
By carrying out a ___________ which will be on the website allowing customers to quickly answer questions and which is easy to collate responses
By carrying out a ___________ which will be on the website allowing customers to quickly answer questions and which is easy to collate responses
a)
focus group
b)
mystery shopper
c)
Internet survey
d)
comment box
27.
How could a company measure customer satisfaction levels? Fill in the blank.
By encouraging customers to give immediate feedback on their recent experience of the organisation by completing a _____________________ and placing it in a box as they leave
By encouraging customers to give immediate feedback on their recent experience of the organisation by completing a _____________________ and placing it in a box as they leave
a)
focus group
b)
mystery shopper
c)
Internet survey
d)
comment card
28.
How could a company measure customer satisfaction levels? Fill in the blank.
By conducting a one-to-one _________________ with customers as they leave the store or at point-of-sale
By conducting a one-to-one _________________ with customers as they leave the store or at point-of-sale
a)
focus group
b)
interview
c)
Internet survey
d)
comment card
29.
How could a company measure customer satisfaction levels? Fill in the blank.
By conducting a one-to-one _________________ with customers as they leave the store or at point-of-sale
By conducting a one-to-one _________________ with customers as they leave the store or at point-of-sale
a)
focus group
b)
interview
c)
Internet survey
d)
comment card
30.
What is not a benefit of having a complaints procedure?
a)
Staff know how to deal with complaints in a consistent way
b)
Staff know the rules of giving compensation to customers
c)
Customers are reassured that their complaints are being dealt with in a professional manner
d)
It allows a complaints section to be created with dedicated staff
31.
What is not a benefit of having a complaints procedure?
a)
Staff know how to deal with complaints in a consistent way
b)
Staff know the rules of giving compensation to customers
c)
Customers are reassured that their complaints are being dealt with in a professional manner
d)
It allows a complaints section to be created with dedicated staff
32.
What is NOT an example of good after-sales service?
a)
Dealing with faults speedily
b)
Giving a 2 year guarantee for product bought
c)
A website which provides additional customer information such as how to order spare part
d)
Offering a discount to encourage new customers to purchase product
33.
What is NOT an example of suitable compensation to offer a customer who has been seriously let down by an organisation?
a)
Refund of purchase price for good or service
b)
Free return visit e.g. meal or overnight stay
c)
% off future purchases with the company
d)
Letter of apology
34.
What best describes what is wrong with the customer service assistant in this picture?
a)
Disinterested
b)
Lack of knowledge
c)
Angry and negative with customers
d)
Judgemental about customers
35.
A customer calls a company to complaint about a faulty good. What step below should NEVER be followed?
a)
Log the call in a database with full details
b)
Ensure that any outstanding issue is resolved and promised return call is made
c)
Listen carefully to the customer and show empathy
d)
Keep customer on the line indefinitely until you find the right person to deal with them
36.
What is our PCA (% of calls answered) target?
a)
100% within 2 rings
b)
80% within 10 seconds
c)
90% within 30 seconds
d)
95% within 30 seconds
37.
What is the average amount of days to close a data disputed investigation?
a)
5 days
b)
3 days
c)
1.5 days
d)
1 day
38.
What is Customer Support’s average first point resolution score?
a)
32%
b)
67%
c)
49%
d)
82%
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