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| Section | Objectives |
|---|---|
| Topic 1: Customer Service Principles | - Fundamental Principles
|
| Topic 2: Customer Satisfaction & Compliance | - Customer Feedback
|
| Topic 3: Problem Solving & Conflict Resolution | - Issue Management
|
| Topic 4: Communication Skills | - Effective Communication
|
1. Before sending a customer an email you should always:
A) Use an appropriate title.
B) Be courteous.
C) Read the email before sending.
D) All of the above.
2. It is important to give an internal customer a good customer experience because:
A) They are more likely to complain than external customers.
B) They are equally as important as external customers.
C) They are more important than external customers.
D) They are more likely to be a returning customer.
3. The most effective way of communicating with customers to get instant feedback is by:
A) Internet communication.
B) Face-to-face communication.
C) Written communication.
D) Email communication.
4. Benchmarking is used to:
A) Compare your competitors' prices.
B) Measure how your organisation is performing in relation to your competitors.
C) Test customer purchases.
D) Keep track of your daily sales targets.
5. Frequent interruptions:
A) Help when working with colleagues.
B) Help to get a lot of things done at once.
C) Can help you to make the most of your time.
D) Are a common time wasting activity.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
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