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WorksheetsCX - Induction 2022
Total questions: 10
Worksheet time: 8mins
What is the definition of CS?
Measure the degree to which a customer is happy with your product
Measure the degree to which a customer is happy with experience related to your business
Measure the degree to which a customer is happy with a product, service, or experience related to your business
Measure the degree to which a customer is unhappy with a product, service, or experience related to your business
Why is CX important for your business EXCEPT
Increased customer loyalty
Better word-of-mouth marketing
Increased customer satisfaction
Increased the trend of complaint
Who is responsible for CS?
Superior
Specific department
The whole organization
Outlets
5 Reasons why CS is important EXCEPT
CS matters more than price
It appeals to the new customers
The best CS builds trust
It will build brand awareness
Good CS increases problem
Buku Etika Kerja : Etika 1 - Etika 4 EXCEPT
Mulakan Dengan Senyuman & Bertegur Sapa
Ketepatan Masa
Adab & Moral
Mengutamakan Kualiti
Buku Etika Kerja : Etika 5 - Etika 8 EXCEPT
Pematuhan SOP & Amanah
Mengutamakan Kualiti
Semangat Berpasukan
Cara Kerja
When you answer a call, and the customer really needs to resolve the issue with another department, it’s your responsibility to make sure the customer reaches someone who can help.
True
False
Why should you smile every time you answer a phone call?
Because smiling is fun
Because the person on the other end of the line can tell that you are smiling
Because you are having a bad day
Because it will relax the muscles in your face
Assume that you are taking a telephone message from a co-worker who is not in the office at the time. Of the following, the LEAST important item to write on the message is the:
Name of the caller
Time of the call
Telephone number of the caller
Purpose of call
Length of call
A satisfied customer tends to be all of the following EXCEPT
More loyal
More profitable
More responsive to promotion
More costly
