Customers who complain...

are doing you a service in identifying what isn't working in your business

What is good customer service?

Meeting and exceeding needs of customers

Customers who complain want...

to be heard and have their experience validated

Good customer service can be achieved by... (tick all that apply)

training, motivating staff, market research

For a company to be considered service-orientated...

customer service must be addressed by all departments

What is not good Customer Service? (tick all that apply)

No eye contact, Not Paying attention

What does CRM stand for?

Customer Relationship Management

Customer Service departments... (tick all that apply)

are leaders in understanding customer behaviour patterns and research, build customer loyalty

The best reward for a customer service representative is...

recognition and appreciation on your part

Customer service culture is...

environment where customer service permeates thinking of the entire company

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BTEC Business Unit 14 Customer Service Skills

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Questions 13

Answers

1
Customers who complain...
are doing you a service in identifying what isn't working in your business
had unhappy childhoods
have trouble in their primary relationships
are genetically predisposed to be sourpusses
2
What is good customer service?
Giving out free tea and coffee
Meeting and exceeding needs of customers
Offering money to compensate
Telling good jokes
3
Customers who complain want...
to be made majority shareholders in the company
something for nothing
to be heard and have their experience validated
to vent for the sport of it
4
A complaining customer is...
always right
often lying
almost right
always the customer
5
Good customer service can be achieved by... (tick all that apply)
training
ignoring customers
motivating staff
market research
6
For a company to be considered service-orientated...
at least 18.3% of its employees must work in the customer service departmen
it must mention customer service in its mission statement
customer service must be addressed by all departments
its managers must at one time have been CSRs
7
CRM stands for Communicating Random Meaning
True
False
8
What is not good Customer Service? (tick all that apply)
Listen
Helping
No eye contact
Not Paying attention
9
What does CRM stand for?
Customers Rudely Managed
Can't Remember Much
Customers Rarely Matter
Customer Relationship Management
10
Customer Service departments... (tick all that apply)
are leaders in understanding customer behaviour patterns and research
are an afterthought that cleans up messes other departments cause
build customer loyalty
11
The best reward for a customer service representative is...
ear plugs and punching bags
anger management seminars
recognition and appreciation on your part
Valium and other mind-numbing drugs
12
Customer service culture is...
a new form of yogurt where the lid removes itself for you
mythical civilization where everyone smiles and welcomes you when they meet
environment where customer service permeates thinking of the entire company
behaviour being analysed in a Petrie dish for contagions
13
A philosophy wherein the customer is wrapped in service even before a problem arises
False
True

BTEC Business Unit 14 Customer Service Skills Flashcards | StudBud