Worksheets2nd Generation Training
Total questions: 10
Worksheet time: 5mins
Below are four key elements of exceptional customer service, except for...
Professionalism
Patience
Price
Customer's 1st
Consistency
Below are the activities that can be done to make customer service excellence, except for...
Exceed expectation
Personalizes service
Solve problems
Positive attitude
Slow response
Who is responsible for CS?
CE Department
CS Personnel
Sales / Service Operations
The whole organization
Below is the important of professionalism, except for...
Respect is increased
Business reputation will flourish
Conflict is maximized
How to calculate Net Promoter Score (NPS)
% Promoter + % Detractors
% Promoter - % Detractors
% Promoter + % Passive
% Promoter - % Passive
Listed below are the initiatives that can be done to achieve customer service excellence, except for...
Know your brand and product
Treat customers as individual
Stay true to your promise
Anticipate customer's needs
Did not resolve issue quickly
If you receive a customer complaint by email during an absence of CS Personnel, what is an appropriate response?
Reply politely with a possible solution
Reply straight away with a curt answer
Share the complaint on social media
Wait for CS Personnel to return
Listed below are Etika 1 - 4, except for...
Mulakan Dengan Senyuman & Bertegur Sapa
Ketepatan Masa
Adab & Moral
Kepimpinan
Cara Kerja
There are 10 ways to show professionalism, except for...
Arrive on time
Follow company's dress code
Be honest
Communicate respectfully
Have a negative attitude
Listed below are the important aspects of CX for your business, except for...
Increased customer loyalty
Increased customer satisfaction
Better word of mouth
Increased complaint trend
