Customer Service: Quiz! MCQ

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Quizzes Created: 1 | Total Attempts: 210
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  • 1/15 Questions

    Generally, our CRMs are looking after two or more live sites each at a time. 

    • True
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About This Quiz

This Customer Service: Quiz! MCQ assesses knowledge on team performance, issue resolution, and service quality at TWST. It covers specific metrics like NHBC scores and customer complaints, essential for professionals managing customer relations and service quality.

Customer Service: Quiz! MCQ - Quiz

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  • 2. 

    What is our current NHBC TW Adjusted score for 8-week surveys?

    • 106.0%

    • 106.9%

    • 110.7%

    • 98.3%

    Correct Answer
    A. 106.9%
    Explanation
    The correct answer is 106.9%. This suggests that our current NHBC TW Adjusted score for 8-week surveys is 106.9%.

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  • 3. 

    Which CRM looks after the Tolworth Girls School development for customer service?

    • Greg

    • Andy

    • Ash

    • Dan

    • Ryan

    Correct Answer
    A. Ryan
    Explanation
    Ryan is the correct answer because he is the CRM responsible for looking after the Tolworth Girls School development for customer service.

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  • 4. 

    Who is currently our longest serving CSO? 

    • Tricky

    • Dave

    • Geoff

    • Gerry

    • Brian

    • Luke

    • Jay

    • Neil

    • Phil

    Correct Answer
    A. Tricky
    Explanation
    The question asks for the current longest serving CSO. Among the given options, the only name provided is "Tricky". Therefore, the correct answer is Tricky.

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  • 5. 

    Year to date, what is our average spend per plot on remedial work across all our sites?

    • £550

    • £250

    • £700

    • £400

    Correct Answer
    A. £550
    Explanation
    The correct answer is £550. This means that, on average, the company spends £550 on remedial work per plot across all their sites. This figure takes into account the cumulative spending for the year so far.

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  • 6. 

    Following the power plant room flood at Station View (Guildford) last year, how many complaints did we receive about how we (TW) handled the problem?

    • 45

    • 30

    • 15

    • 0

    Correct Answer
    A. 0
    Explanation
    The answer is 0 because it states that no complaints were received about how the problem was handled. This suggests that the handling of the power plant room flood at Station View was satisfactory and did not result in any negative feedback or dissatisfaction from customers.

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  • 7. 

    What are the six questions we measure for the NHBC 8 week survey?

    • Quality, Home condition, Service Before, Service After, Handover, Internal Design

    • Service Before, Completion on time, Quality, Service After, Standard of Finish, Recommend

    • Recommend, Home condition, Service Before, Quality, Service After, Standard of Finish

    Correct Answer
    A. Recommend, Home condition, Service Before, Quality, Service After, Standard of Finish
    Explanation
    The correct answer is "Recommend, Home condition, Service Before, Quality, Service After, Standard of Finish". These six questions are used to measure the customer's satisfaction and experience with the NHBC 8 week survey. The "Recommend" question assesses whether the customer would recommend NHBC to others. "Home condition" evaluates the overall condition of the home. "Service Before" measures the quality of service provided before the completion of the home. "Quality" assesses the overall quality of the home. "Service After" evaluates the quality of service provided after the completion of the home. "Standard of Finish" assesses the overall standard of finish in the home.

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  • 8. 

    What does 'CSO' stand for? 

    • Customer Support Operative

    • Customer Service Operative

    • Customer Solutions Operative

    Correct Answer
    A. Customer Support Operative
    Explanation
    CSO stands for Customer Support Operative. This term is commonly used in the business world to refer to individuals who provide support and assistance to customers. They are responsible for addressing customer inquiries, resolving issues, and ensuring customer satisfaction. The term "Customer Support Operative" accurately describes the role and responsibilities of individuals in this position.

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  • 9. 

    Roughly, how many 'issues' have been raised by customers this year so far?  An issue is anything we log on COINS for a contractor or CSO - for example, a blown tape.

    • 5300

    • 500

    • 6000

    • 5000

    Correct Answer
    A. 5300
    Explanation
    Based on the given information, the correct answer is 5300. This means that approximately 5300 issues have been raised by customers this year so far. An issue refers to anything that is logged on COINS for a contractor or CSO, such as a blown tape.

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  • 10. 

    Which departments are represented at the weekly customer service meeting? 

    • All BU departments

    • Customer Service, Production and Technical

    • Customer Service, Production, Technical and Sales

    • Customer Service, Production, Sales and Commercial

    • Customer Service, Finance, Production, Technical, Commercial and Sales

    Correct Answer
    A. Customer Service, Finance, Production, Technical, Commercial and Sales
    Explanation
    The correct answer is Customer Service, Finance, Production, Technical, Commercial and Sales. This answer suggests that all departments, including Customer Service, Finance, Production, Technical, Commercial, and Sales, are represented at the weekly customer service meeting.

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  • 11. 

    How many Customer Service Coordinators does TWST have? 

    • 4

    • 3

    • 5

    • 6

    Correct Answer
    A. 4
    Explanation
    TWST has 4 Customer Service Coordinators.

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  • 12. 

    What are Tara and Alex's job titles?

    • Customer Support Liaison & Customer Support Administrator

    • Customer Service Liaison & Customer Service Administrator

    • Customer Liaison & Customer Administrator

    Correct Answer
    A. Customer Support Liaison & Customer Support Administrator
    Explanation
    Tara and Alex's job titles are Customer Support Liaison and Customer Support Administrator.

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  • 13. 

    So far this year, what category has the highest number of issues logged against it from customer inquiries?  I/E What have we had the most 'issues' with this year?

    • Kitchen fitting

    • Plumbing & heating

    • Plastering & dry lining

    • Painting & decorating

    Correct Answer
    A. Plumbing & heating
    Explanation
    Plumbing & heating has the highest number of issues logged against it from customer inquiries this year. This suggests that there have been more problems or concerns related to plumbing and heating services compared to the other categories listed (kitchen fitting, plastering & dry lining, and painting & decorating).

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  • 14. 

    Roughly, how many issues have the customer service team closed this year? 

    • 5150

    • 5350

    • 5000

    • 4900

    Correct Answer
    A. 5350
    Explanation
    The correct answer is 5350. This implies that the customer service team has closed approximately 5350 issues this year.

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  • 15. 

    What site is currently the highest scorer on our TW adjusted 8-week survey?  (Excluding Greenhill Gardens as we've only had 1 survey back from there this year so far)

    • Leybourne Chase

    • Church Crookham

    • Kilnwood Vale

    • Tolworth Girls School

    Correct Answer
    A. Church Crookham
    Explanation
    Church Crookham is currently the highest scorer on the TW adjusted 8-week survey. This is based on the information provided in the question, which states that Greenhill Gardens is excluded from consideration due to having only one survey back so far this year. Therefore, among the given options, Church Crookham has the highest score on the survey.

    Rate this question:

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  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Oct 03, 2018
    Quiz Created by
    Paul
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