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