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WorksheetsService Excellence - Training
Total questions: 19
Worksheet time: 7mins
Below is NOT one of the Service Excellence terminology
Best Practice
Drivers of Satisfaction
Complimentary
Complaints
..... is the difference between customer expectations and customer perceptions.
Customer delight
Customer gap
Supplier gap
Customer satisfaction
According to the Gap model of service quality, "not having the right service design & standards" is ....
Gap 1
Gap 3
Gap 2
Gap 4
Insufficient market research and understanding of customer needs leads to which gap in service quality?
Gap 1
Gap 3
Gap 2
Gap 5
The gap between customer perception and customer expectation, also called the Service Gap is...
Gap 4
Gap 3
Gap 2
Gap 5
The 'People' element of services leads to which gap?
Gap 5
Gap 3
Gap 4
Gap 2
The SERVQUAL (service quality) instrument identifies how many dimensions of service quality?
7
4
5
8
Which of the following is a method of gaining customer satisfaction?
Not dealing with problems
Slow service
Long queues
Helpful and friendly staff
A benefit of offering good customer service is...
Repeat business
Reduced tax
Less customers
Poor reputation
What are the benefits of good customer service?
Attracting new customers
Satisfied and motivated employees
Bad publicity
Lower staff turnover
What causes upset/annoyed customers?
Breaking promises
Fast checkout queues
Finding customers products that they need
Polite employees
What is an internal customer
People outside the business who buy an organisations products of services
The production cycle
Only business managers
Employees that work for the organisation and shop there
What is an external customer
People outside the business who buy an organisations products or services
Employees that work for the organisation and shop there
Production development teams
Designer of the customer service policy
What is a procedure dimension of customer service ?
A written statement with the recruitment process included
A written statement of the organisations policy and plans for dealing with their customers
A document about how other rival businesses
A document only about what customer service is
What is a satisfaction survey?
An instrument which gives a business no guidance of how well they are doing
Used to inform customers of new product ranges
It is used instead of training employees
An instrument that helps businesses measure their customers' level of satisfaction with their product/service
Below are the Hierarchy of customer value....
surprising
expected
needed
desire
Factors that shape your customer expectation....
Individual need
Past Experiences
Brand Ambassador
word of mouth
The dimension of customer service
procedural
struktural
personal
technical
4 quadrant of customer service
the freezer
the friendly zoo
the factory
the Satisfactory
