Understanding The Principles Of Customer Service

10 Questions

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Customer Service Quizzes & Trivia

Unit 1 Understand the principles of customer service


Questions and Answers
  • 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.

  • 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

  • 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

  • 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

  • 5. 
    An internal customer is someone who goes into an organisation to buy a product or service.
    • A. 

      True

    • B. 

      False

  • 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

  • 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

  • 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'
  • 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

  • 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