WorksheetsCustomer Service Workshop 2
Total questions: 34
Worksheet time: 9hrs 30mins
What companies come to mind when thinking of high quality customer service?
If you could have any superpower for a day, would you choose to fly, read minds, or be invisible?
Fly
Read Minds
Be invisible
INDEPENDENT TASK:
What is high quality customer service?
Why is high quality customer service important?
What's your go-to karaoke song that you can confidently perform on stage?
Explain the purpose and scope of customer service.
Define the term 'Service Offer'.
What is the value of a service offer to an organisation?
What is the importance of delivering consistently high quality customer service?
Why is it important for an organisation to keep up to date with their competitors activities?
What barriers might there be to providing effective customer service?
Explain some of the barriers in more detail? How/why are they a barrier? How can you overcome the barrier?
What is the correct definition of the term 'follow - up service'?
Follow-up service is the process of tracking customers' browsing history to bombard them with irrelevant advertisements.
Follow-up service is the act of sending promotional emails to customers with their consent.
Follow-up service involves ignoring customer inquiries and complaints after the initial purchase.
Follow-up service refers to a range of post-purchase activities aimed at ensuring customer satisfaction and addressing their needs beyond the initial transaction.
Follow-up service is the practice of randomly calling customers to offer unrelated products or services.
What are the features of effective follow-up service?
Pineapple on pizza: a culinary masterpiece or a crime against humanity?
Culinary masterpiece
crime against humanity
How can you identify a customers needs, wants and expectations?
Why is it important to manage a customers expectations?
What techniques can be used to put customers at ease and gain their trust?
Explain some of the techniques in more detail? How/why might the techniques work? What is the likely reaction to using the techniques?
Explain the importance of following up actions and keeping promises when delivering customer service.
How can customer service information be used?
Explain how a system to manage customer service information might be used.
What is the importance of systems used to manage customer service information?
Which cartoon character would make the best president: SpongeBob SquarePants, Bugs Bunny, Homer Simpson, or Scooby-Doo?
SpongeBob SquarePants
Bugs Bunny
Homer Simpson
Scooby-Doo
Who are your customers?
Which condiment best describes your personality: ketchup, mustard, mayonnaise, or hot sauce?
Ketchup
Mustard
Mayonnaise
Hot sauce
How might cultural factors affect customers' expectations?
What are the characteristics of challenging customers?
How does the reputation and image of an organisation affect customers perceptions of its products and/or services?
What are the potential consequences of customers' dissatisfaction?
Write some ways that you can attract new customers.
Describe some of the methods of attracting new customers in more detail. What would an organisation need to do? How might this work? etc.
Write some ways that you can retain loyal customers.
Describe some of the methods of retaining loyal customers in more detail. What would an organisation need to do? How might this work? etc.
What's your go-to dance move at parties: the sprinkler, the shopping cart, the floss, or the moonwalk?
Sprinkler
Shopping Cart
Floss
Moonwalk
