If you receive a customer complaint by email, what is an appropriate response?

Reply politely with a possible solution

The DIRECT benefits of exceptional customer service are ...

happy & loyal customers share their positive experience

Why it is important to respect customer and organisation confidentiality

Because of the GeneralData Protection Regulation 2018

How would you view customer complaints?

An opportunity to improve service

How should you greet a customer?

By welcoming them and asking if you can help

studbud

Level 2 Customer Service

12 termsStudBud Administration111 plays

Imported from external platform

Flashcards12 cardsFPractice quizPHost liveL

Questions 12

Answers

1
Brands in the UK are currently losing nearly £.... annually due to poor service
£10 million
£15 billion
£234 billion
£1 million
2
If you receive a customer complaint by email, what is an appropriate response?
Forward the email to a colleague to deal with
Ignore the complaint until senior staff notice it
Reply politely with a possible solution
Share the complaint on social media
3
Over 1 million view service related tweets each week. What % reports a negative ex
40%
80%
10%
20%
4
The DIRECT benefits of exceptional customer service are ...
happy & loyal customers share their positive experience
I have no idea
more consumers, increased sales, increased profits
time consuming, hard to do, & just not worth it
5
Poor customer service can result in
Customers shopping elsewhere
Increased sales
Satisfied staff
Higher profit margins
6
Why it is important to respect customer and organisation confidentiality
Business requirement
It's good practice
Because of the GeneralData Protection Regulation 2018
Because you have to follow rules at work
7
Which of these characteristics should an employee focus on?
Good posture
Well-groomed
Responds quickly
All of the above
8
Communicating clearly means
Listen instead of just hearing
Avoid slang or technical terms
Appropriate Body language
All of the above
9
You should never say which of the following to customers.....
Welcome to the store
Come again
How may I help you
I don't know
10
Open body language portrays you as positive and friendly. Which of these is an example of open body language?
No eye contact
Fiddling
Frequent hand gestures
Folding arms
11
How would you view customer complaints?
As a pain in the backside
An opportunity to improve service
A waste of valuable time
At least it gives you a chance to talk to the customers
12
How should you greet a customer?
By welcoming them and asking if you can help
By waving at them
By asking them what they need
By ignoring them

Level 2 Customer Service Flashcards | StudBud