Principles Of Customer Service: Question Preview (ID: 4396)

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What is a service industry?
a) An industry that relies on its customers for business
b) An industry that serves the community
c) An industry where staff provide the service
d) An industry where customers provide a service

Customer Service is
a) Being better than your competitors
b) What the customer thinks it is
c) Attention to detail
d) Exceeding customer\'s expectations

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

Which statement is untrue?
a) Excellent Customer Service leads to Customer Loyalty
b) Word of mouth recommendations are priceless
c) Staff training is not important, just the service they give
d) Good Customer Service is not enough

How many customers stop using an organisations products and services because of poor customer service?
a) 50%
b) 80%
c) 70%
d) 60%

When discussing measuring customer service and why do it, which is the odd one out?
a) So that organisations can identify areas for improvement
b) To file the information away
c) To reduce complaints
d) To gather customer views

Which type of reward works more effectively?
a) Commission
b) Extrinsic
c) Bonus
d) Intrinsic

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

Which is the odd one out?
a) Happy staff give higher levels of customer service
b) Well motivated staff are happy
c) Staff who enjoy their work are loyal to their employer
d) Complaints rise when staff are well trained

Of the percentage of customers who stop using an organisation because of poor service, how many tell the organisation why?
a) 96%
b) 42%
c) 85%
d) 50%

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