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Principles Of Customer Service
Test Description: Terminology and principles of basic customer service
Instructions: Answer all questions to get your test result.
1) What is a service industry?
A
An industry where staff provide the service
B
An industry that serves the community
C
An industry that relies on its customers for business
D
An industry where customers provide a service
2) Customer Service is
A
Exceeding customer\'s expectations
B
What the customer thinks it is
C
Being better than your competitors
D
Attention to detail
3) Why is it important to handle a problem effectively?
A
So staff feel better
B
So that the organisation doesn't have to do paperwork
C
So that everyone knows what they are doing
D
So that it does not turn into a complaint
4) Which statement is untrue?
A
Word of mouth recommendations are priceless
B
Good Customer Service is not enough
C
Staff training is not important, just the service they give
D
Excellent Customer Service leads to Customer Loyalty
5) How many customers stop using an organisations products and services because of poor customer service?
A
80%
B
60%
C
50%
D
70%
6) When discussing measuring customer service and why do it, which is the odd one out?
A
To file the information away
B
To gather customer views
C
So that organisations can identify areas for improvement
D
To reduce complaints
7) Which type of reward works more effectively?
A
Extrinsic
B
Bonus
C
Intrinsic
D
Commission
8) Customers who receive poor service and have a bad experience tell
A
8 other people
B
10 other people
C
9 other people
D
7 other people
9) Which is the odd one out?
A
Happy staff give higher levels of customer service
B
Complaints rise when staff are well trained
C
Well motivated staff are happy
D
Staff who enjoy their work are loyal to their employer
10) Of the percentage of customers who stop using an organisation because of poor service, how many tell the organisation why?
A
42%
B
96%
C
85%
D
50%
*select an answer for all questions
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