Understanding The Principles Of Customer Service
Unit 1 Understand the principles of customer service
- 1.
Customer Service is...
- A.
A department in an organisation
- B.
A procedure that staff have to follow
- C.
What an organisation does to meet customer expectations and produce customer satisfaction.
Correct Answer
C. What an organisation does to meet customer expectations and produce customer satisfaction.Explanation
This answer correctly identifies customer service as the actions taken by an organization to meet customer expectations and ensure customer satisfaction. It acknowledges that customer service is not just a department or a procedure, but a broader concept that encompasses all the efforts made by an organization to cater to its customers' needs and provide them with a positive experience.Rate this question:
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- 2.
When delivering customer service we should remember S S S which stands for:
- A.
Smile, Speak, Summarise
- B.
Smile, Speak, Serve
- C.
Smile, Shake hands, Serve
Correct Answer
B. Smile, Speak, ServeExplanation
The correct answer is "Smile, Speak, Serve". When delivering customer service, it is important to first greet the customer with a smile, as it sets a positive tone for the interaction. Next, speaking clearly and politely is crucial to effectively communicate with the customer and address their needs. Finally, serving the customer means going above and beyond to meet their expectations and provide excellent service.Rate this question:
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- 3.
You answer the telephone to a customer who complains that she has tried to call your organisation four times that morning. Three times she was left in a queue each time for more than 10 minutes before she got fed up of waiting and hung up. On the fourth time she managed to get through but she was not happy as calls to your company are charged at a premium rate of 10p per minute. The customer tells you she wants to place a large order with you but that she needs some information first. You give her the information that she needs and she tells you that she will call tomorrow to place the order. How do you respond?
- A.
Tell her that when she telephones tomorrow not to hang up as eventually someone will answer the call
- B.
Suggest that she sends her order in the post or by email
- C.
Give her your direct dial number and tell her the best time to call
Correct Answer
C. Give her your direct dial number and tell her the best time to call -
- 4.
The Service Offer of an organisation is...
- A.
This months special offers
- B.
The extents and limits of what an organisation offers
- C.
How quickly you will get served
Correct Answer
B. The extents and limits of what an organisation offersExplanation
The correct answer is "The extents and limits of what an organization offers." This refers to the range and scope of services that an organization provides to its customers or clients. It includes the different types of products or services offered, as well as any specific conditions or limitations that may apply.Rate this question:
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- 5.
An internal customer is someone who goes into an organisation to buy a product or service.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
An internal customer refers to an individual or department within an organization that relies on the products, services, or information provided by another department or individual within the same organization. They are not customers who come from outside the organization to purchase goods or services. Therefore, the statement "An internal customer is someone who goes into an organization to buy a product or service" is false.Rate this question:
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- 6.
A customer telephones to say he is very angry because he ordered a product from your company and it has arrived in the post damaged. He tells you that this is the second time that he has received damaged goods in the post from you and he is not very happy. How do you respond to this customer?
- A.
Transfer the call to your manager as you don't like dealing with angry customers
- B.
Tell the customer to contact Royal Mail - it's not your fault that the goods got damaged in the post
- C.
Apologise and tell him that you will investigate why this has happened and that you will call him back within and hour with a solution
- D.
Tell him you cannot comment until you have looked into the matter
Correct Answer
C. Apologise and tell him that you will investigate why this has happened and that you will call him back within and hour with a solutionExplanation
The correct answer is to apologize and assure the customer that you will investigate the issue and provide a solution within an hour. This response shows empathy towards the customer's frustration and takes responsibility for the problem. It also demonstrates a proactive approach to resolving the issue, which can help regain the customer's trust and satisfaction.Rate this question:
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- 7.
A solution that would impress the customer who had received the damaged goods would be:
- A.
Offer to refund his payment immediately
- B.
Send a replacement in the post recorded delivery
- C.
Send a replacement by courier service to arrive the next day
Correct Answer
C. Send a replacement by courier service to arrive the next dayExplanation
Sending a replacement by courier service to arrive the next day would impress the customer who received the damaged goods because it shows a proactive approach to resolving the issue. By using a courier service, the company is ensuring a fast and reliable delivery, demonstrating their commitment to customer satisfaction. This solution also addresses the customer's immediate need for a replacement, as they will receive it the next day.Rate this question:
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- 8.
Company are the course of action that is to be taken as outlined by a company. Some companies have formal in writing but smaller companies do not put their in writing and the are simply seen as 'the way we do things around here'
Correct Answer
ProceduresExplanation
Procedures are the course of action that is to be taken as outlined by a company. Some companies have formal procedures in writing but smaller companies do not put their procedures in writing and the procedures are simply seen as 'the way we do things around here'.Rate this question:
- 9.
Customer service representatives who stand out in their work are (choose all answers that apply)
- A.
Friendly
- B.
Efficient
- C.
Pessimistic
- D.
Honest and fair
Correct Answer(s)
A. Friendly
B. Efficient
D. Honest and fairExplanation
Customer service representatives who stand out in their work are friendly, efficient, and honest and fair. Being friendly helps create a positive and welcoming atmosphere for customers, while efficiency ensures that their needs are met in a timely manner. Honesty and fairness build trust and credibility with customers, making them more likely to return and recommend the company to others. Pessimism, on the other hand, would have a negative impact on customer interactions and would not contribute to standing out in a positive way.Rate this question:
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- 10.
Good customer service representatives always (choose all answers that apply)
- A.
Listen attentively
- B.
Use lots of technical terms
- C.
Maintain a positive attitude
- D.
Over promise and under deliver
- E.
Make most customers feel important
- F.
Speak clearly
Correct Answer(s)
A. Listen attentively
C. Maintain a positive attitude
F. Speak clearlyExplanation
Good customer service representatives should listen attentively to the customers' needs and concerns in order to provide effective solutions. They should also maintain a positive attitude to create a pleasant and helpful interaction. Speaking clearly is essential for effective communication with customers. Using lots of technical terms may confuse customers and should be avoided. Over promising and under delivering can lead to disappointment and dissatisfaction among customers. Making most customers feel important is important for building strong customer relationships.Rate this question:
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Current Version
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Mar 20, 2023Quiz Edited by
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Jun 27, 2011Quiz Created by
KathyDowns1
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