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WorksheetsService Excellence
Total questions: 10
Worksheet time: 5mins
Why is it important to deliver service excellence?
for fun
makes me happy
personal growth
satisfaction
What role do I play in contributing to the success of my company?
carry out company's mission
help company to drive revenue
help to influence customers
all of the above
What are the four values of Asiamedic Limited?
Confidence, Careful, Competition, Critical
Care, Competence, Check, Correct
Competence, Convenience, Care, Cool
Competence, Convenience,
Care, Confidence
Which is not the core value of Service Excellence?
Professional
Empathy
Hardworking
Build Relationships with customers
Why is touchpoint crucial?
Customers form impressions
Customers will buy immediately
Customers will comment about your service in facebook
Customers will talk about you to their friends
What is HEARD technique in customer service
Hear, Evaluate, Answer, Resolve, Diagnose
Hear, Evaluate, Apologise, Resolve, Diagnose
Hear, Empathize, Apologize, Repeat, Diagnose
Hear, Empathize,
Apologize, Resolve
Diagnose
What are the five stages of a customer journey?
Awareness, Consideration, Purchase, Retention, Advocacy
Achievement, Confirm, Purchase, Retention, Advocacy
Awareness, Consideration, Purchase, React, Advocacy
Attain, Consideration, Purchase, Retention, Advocacy
How can you ensure your customers understand the technical terms in the clinic?
ask customers to refer to our website
offer customers to approach our doctors
use layman terms and explain in details
offer customers to read your brochure
What will happen when there is no teamwork?
Productivity and efficiency declines
Communication breaks down
Employees cannot complete their tasks
All of the above
Which is not a step in improving the customer journey?
Describe the feelings of the customer
Expectation of the customer/needs of your customer
Identify the area of improvement
Identify the profile of the customers
