NEW
Font size
WorksheetsBasics of Customer Service (Unit 2 #1)
Total questions: 10
Worksheet time: 5mins
Service culture refers to organizational
values, beliefs and behaviours.
goal, beliefs and behaviours.
values, ideas and behaviours.
values, beliefs and character.
A service culture is developed within the organization is to satisfy it staff's needs.
True.
False.
An organization culture that provides employee the autonomy to make decision on the spot for customer is known as
authority.
rights.
empowerment.
freedom.
The two types of feedback collection are monitoring and
surveys.
ratings.
questionnaire.
solicitation.
After using the toilet, the user can feedback on the cleanliness of the toilet using
experience rating systems.
structured surveys.
open ended feedback
monitoring system.
Retraining of staff is one of a strong follow up actions when feedbacks are gathered and analyzed.
True.
False.
Which of the following is NOT an internal customers?
CEO.
Shopper.
HR executive.
Admin staff.
RATER stands for Reliability, Assurances, Tangibles, Empathy and
Responsible.
Relatedness
Relevancy.
Responsiveness.
One of the customer touchpoints in a retail store is
phone call.
delivery.
payment.
housekeeping.
Benchmarking is important because it
monitor company's profit.
raise standards and performances
attract customer to spend.
creates job opportunity.
