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WorksheetsCustomer service
Total questions: 15
Worksheet time: 11mins
CSAT, Surveys and Mystery Shoppers are examples of what?
Evaluating customer service
Exceeding customer expectations
Measuring customer service
meeting customers needs
What is a mystery shopper?
A customer that is measuring your service
A sketchy customer
A repeat customer
Why is it important to give moments of delight?
Meets customer needs
Exceeds customer expectations
Give an example of giving excellent customer service
e.g. can do attitude
Level of sales, Repeat customers and Staff turnover are examples of
(a)
Why is it important for companies to make customer journey maps?
(check 2 answers)
Helps improve customer service
Enables the company to identify touch points, pain points, moments of true and moments of delight
Measures staff turnover
What are the 3 M's?
(check 3)
Meaningful
Minimal
Memorable
Measurable
Maximum
An example of giving excellent customer service is
Smile
Can do attitude
Go the extra mile
Fix your mistakes
All of the above
How long do you have to make a first impression?
7 Seconds
17 Seconds
70 Seconds
7 Minutes
Secondary research involves gathering ______ data.
Existing
New
Primary research involves gathering new data that has not been collected
before.
For example, surveys using questionnaires or interviews with groups of people in a focus group.
True
False
What is an example of subjective comments
The toilets were disgusitng
There was tissue all over the floor, no soap available and the bin was overflowing.
"Amanda was a terrible server and should be fired" is an example of a __________ comment.
Subjective
Objective
When filling out a mystery shopper report, comments should always be objective.
True
False
Was this quiz easy or hard?
EASY PEASY
Could have been harder
REALLY HARD
