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WorksheetsInternal and External Customers
Total questions: 20
Worksheet time: 12mins
Define the term “internal customer” in one sentence.
A customer from the same department or the same organization.
A consumer who has never purchased goods from your organization.
A consumer who is employed by another organization.
The passenger in a taxi you also take to go to work.
Customer Experience is
Process of dealing with members/clients query with first time right approach
The process of empathetic listening and responding to emails
Answer all of the questions asked
All of the above
A member writes an email and we can observe words that indicate member is unhappy, dissatisfied etc. What should you do?
Log a complaint
Take ownership and investigate to resolve the concern
Both options
Customers who complaint want:
Benefits for nothing gone wrong
To be heard and have their dissatisfaction validated
To vent for sport of it
A & C
If we do not hear responses on referrals or queries in time, you should:
Pend the job
Follow up regularly and escalate
Reassign the job to UK
Terminate the job
: Define the term “external customer” in one sentence.
Someone who is not directly connected to your company other than through the purchase of your product or service.
A coworker who relies on you and your work to complete their tasks. If you do not directly serve the customer, your job is to serve someone who does.
Anyone who buys the product or services of an organization.
External customers are Employees, coworkers, and business partners.
In order to be able to properly deal with
angry customers, you will need to
ignore the customer.
become angry and upset at them.
have strong customer service skills.
All of the above.
Key characteristics of excellent customer
service are
politeness and friendliness.
promptness and listening.
professionalism.
All of the above
It is important to greet customers
only when they enter the store.
when you feel like it.
when they enter the store, call, or
when you come into contact with
them.
All of the above.
The ability of employees to take care of
customers’ needs and make sure they are satisfied with a service or
product.
Hostess
Professional
Customer Service
Active Listening
To demonstrate customer service mindset, employees must believe that the customers deserve their
unsolicited advise
limited information
complete attention
personal opinions
Emphasizing customer service can help a business be more
innovative
competitive
objective
possessive
Businesses whose employees demonstrate a customer service mindset often benefit from
rapid employee turnover
increased costs
reduced complaints
decreased employee morale
________ _________are referred to by various names. They are referred to as patients in hospitals, clinics, and doctors' offices. They are referred to as passengers in the public and private transportation sectors. They are referred to as students in the educational sector.
(a)
Who is the customer?
Someone who buys goods or uses products.
Involves taking care of the customer’s need.
Customers are the purchasers of goods and services in the economy, and they can exist as consumers or solely as customers.
True
False
Individuals or businesses that consume or use goods and services are referred to as consumers.
True
False
