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WorksheetsKeeping Customers Informed and Recording Issues
Total questions: 11
Worksheet time: 6mins
Why is it important to keep your customers informed if there is going to be a delay in dealing with their query or problem?
To maintain trust and transparency
To avoid legal issues
To increase sales
To reduce costs
A customer has left a voicemail asking you to get back to them about an issue they are having with an order. The issue won’t be resolved until tomorrow when the order arrives so you plan to call the customer back tomorrow as soon as the order arrives. Is this correct?
YES
NO
You are going on holiday for two weeks. You are dealing with several customer issues that have been ongoing for a while that require complex actions. You plan to resolve these immediately when you return. Is this correct?
A) YES
B) NO
Which of the following is a person you might refer a customer's problem to?
Your line manager
A random colleague
A friend
A family member
What is important to do when you pass on a customer problem to a colleague?
Provide all relevant information
Ignore the problem
Delay the response
Give incomplete details
How can customers be kept informed about the progress of their issue?
Face to face
By telephone
By letter
By email
Why is it important to keep accurate records of customer issues?
To ensure customer satisfaction and improve service
To increase the number of customer complaints
To make it difficult to track customer interactions
To reduce the need for customer support
Recording telephone calls might provide:
Evidence for legal purposes
Improved customer service
Personal reminders
All of the above
What is the purpose of using a complaints log in an organisation?
To track and resolve customer issues
To increase sales
To manage employee performance
To develop new products
Fill in the blank: Copies of written or digital communications will need to be stored _______.
securely
in a public place
temporarily
randomly
What information is typically recorded in a complaints log?
Customer details, complaint description, and resolution status
Weather conditions and temperature
Employee attendance and payroll details
Inventory levels and stock prices
