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WorksheetsHigher AIT - Customer Care
Total questions: 16
Worksheet time: 8mins
Select 2 benefits to the organisation of having an effective customer service policy.
Gain new customers as word spreads
Low level of customer satisfaction
Existing customers keep coming back
Lots of complaints to deal with
Select the key features of customer service below
Putting the customer first
Communicating with customers effectively
Ensuring staff are knowledgeable about the products and services
Dealing with complaints effectively
A mission statements an organisation aims and objectives.
True
False
What is the best description of a mission statement?
Short summary of an organisation's aims and objectives for staff to use
Short summary of an organisation's aims and objectives for customers to use
Short summary of an organisation's aims and objectives for both staff and customers to use
Short summary of an organisation's customer service evaluation results for staff to use
Which document is being described here?
A formal written statement about the standards that a customer can expect from an organisation. it is written to ensure that the customer gets what they want, at the right standard, quality and price.
Written Customer Care Statement
Service Level Agreement
Complaints Procedure
Quality Management Procedure
Which document is being described here?
Statement which outlines the procedures that customers and company should follow if things go wrong during a transaction.
Written Customer Care Statement
Service Level Agreement
Complaints Procedure
Quality Management Procedure
Which of the following would NOT be covered in a complaints procedure?
Logging all calls and allocating a reference number
Customer receives acknowledgement of complaint received eg by e-mail
The cost of making a complaint
Clear timelines given to indicate when a decision will be made
Which word best completes the sentence on the benefits of good customer care?
A company will find that delivering consistently high customer care increases their ...
Complaints
Reputation
Staff turnover
Rival's profits
Which word best completes the sentence on the benefits of good customer care?
Excellent customer care increases customer ..........
Complaints
Retention
Profits
Recruitment
Which method of evaluating customer care is being described below?
Where someone is employed to act as a customer in order to experience the service and care ordinary shoppers would receive. The will record their experience and feed back to the company.
Mystery Shopper
Customer Focus Group
Loyalty Cards
Customer Survey
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.
Mystery Shopper
Customer Focus Group
Loyalty Cards
Customer Survey
Which method of evaluating customer care is being described below?
A face-to-face meeting with a group of customers to allow them to provide immediate feedback to an organisation on its products and services.
Mystery Shopper
Customer Focus Group
Loyalty Cards
Customer Survey
Surveys can take many forms. Which is being described below?
Pre-printed forms posted out to the customer with a reply-paid envelope.
Questionnaire (written)
Telephone
Interview
On-line
Which of the following is NOT a platform commonly used to deal with complaints?
Dropbox
Surveys can take many forms. Which is being described below?
Usually a short pop-up survey to avoid boredom and may offer an incentive to participate e.g. 10% off voucher
Questionnaire (written)
Telephone
Interview
On-line
Which method of evaluating customer care is being described below?
Where customers gain points which they can then put towards the purchase of more goods and services.
Suggestion Schemes
Mystery Shoppers
Loyalty Cards
Survey
