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WorksheetsS3 Business Management - Customer Service
Total questions: 13
Worksheet time: 7mins
You would find a businesses customer care policy on its
Website
Loyalty scheme
Promotional Offer
Online survey
One benefit of providing good customer service would be be
Attracting new customers
Customer Loyalty
Good reputation
All of the above
Customers can be external and ?
Outside
Extreme
Internal
Individual
A statement used by the organisation to outline how customers are treated is called.....
Customer Care Policy
Customer Care Pyramid
Customer Service Policy
Competitor Service Policy
Which of these is NOT a way of providing good customer care?
Answering phones quickly
Train your staff
Make promises you can't keep
Listen to your customers
Putting customers first is a feature of good customer care
True
False
Good customer care is important to a business. It leads to:
Bad reputation
High staff turnover
Customer loyalty and potential for new customers
Discuounts
Which of the following is NOT a feature of good customer service?
Putting the customers first
Dealing with customers efficiently
Connecting with the media
Providing a good after sales service
Which of these businesses usually offers after sales service?
Pizza delivery
Car wash
New car sales
Hairdresser
What is customer service?
The service a customer receives before, during and after a sale
The service a customer receives during a sale
The service a customer receives before a sale
The service a customer receives after a sale
What is the purpose of a customer care strategy?
To find out the needs and wants of a customer
To let the customer know the level of service to expect
To ensure no faulty or low quality products reach customers
4
What is meant by customer loyalty?
If customers receive a good quality service they are more likely to return
If a customer receives a good quality service they are more likely to recommend the company to family and friends
If a customer receives a good quality service they are less likely to complain
All of the above
Why are satisfied customers important to a business?
They cause a reduction in a business’s competition
They improve a company's market research
They cause an increase in sales of goods and services
They cause a reduction in market share
