AQA: Customer Service Week Quiz

2.

Which of the following is one of the year 2 milestones of the customer experience strategy?

Quality of Interactions
Omni-channel Customer variety
Single View of the Customer
Standardised Practices

Correct Answer

A. Single View of the Customer

Explanation

The Single View of the Customer is one of the year 2 milestones of the customer experience strategy. This milestone refers to the goal of having a comprehensive and unified understanding of each customer across all touchpoints and channels. It involves integrating data from various sources and systems to create a holistic view of the customer, enabling personalized and consistent interactions. This milestone is important for enhancing customer satisfaction, improving targeting and segmentation, and enabling effective cross-selling and upselling.

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3.

As part of our strategic 2020 vision, our customer standards model focuses on the following key promises based on our customers priorities (please select as many as appropriate):

Speed
Consistency
Standardisation
Quality
Empathy
Reliability
Ease

Correct Answer(s)

A. Speed
A. Consistency
A. Empathy
A. Ease

Explanation

The customer standards model focuses on Speed, Consistency, Empathy, and Ease. These key promises are based on the customers' priorities and are essential in providing a positive customer experience. Speed refers to the promptness in delivering products or services. Consistency ensures that customers receive the same level of service every time. Empathy involves understanding and addressing customers' needs and emotions. Ease relates to making the customer journey and interactions effortless. These factors contribute to the overall quality of service and help in building customer loyalty and satisfaction.

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4.

Excellent customer service to AQA means:- consistent- - timely- - being comparable with the best performing organisations and not just other awarding bodies

Correct Answer(s)
trustworthy, customer focused
trustworthy, customer focused

Explanation
The given answer is trustworthy and customer focused. This means that AQA aims to provide reliable and dependable service to its customers, gaining their trust. Additionally, AQA prioritizes meeting the needs and expectations of its customers, ensuring that their satisfaction is at the forefront of their operations. By being trustworthy and customer-focused, AQA strives to deliver excellent customer service that is consistent, timely, and comparable to the best performing organizations, not just other awarding bodies.

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5.

We deliver a and personable service and the customer across the business. Listening to means we improve our service and our people. We have fun and are proud to be part of the team!

Correct Answer(s)
quality
champion
feedback
develop

Explanation
The given answer is correct because it accurately fills in the blanks to create a coherent sentence. The sentence suggests that the company delivers a high-quality and personable service and champions the customer across the business. By listening to feedback, they are able to improve their service and develop their people. Additionally, the statement mentions that the team has fun and takes pride in being part of the team. This answer aligns with the overall message of the sentence.

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6.

Consumers tell twice as many people about poor experiences than positive ones

True
False

Correct Answer

A. True

Explanation

Consumers tend to share their negative experiences with others more frequently than their positive ones. This is likely because negative experiences have a stronger impact on individuals and are more likely to be remembered and shared as a warning or cautionary tale. Positive experiences, on the other hand, may be seen as the norm or expected and therefore not as noteworthy or share-worthy. This phenomenon highlights the importance of providing exceptional customer experiences to minimize negative word-of-mouth and maximize positive recommendations.

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7.

On average, loyal customers are worth up to 5 times as much as their first purchase

True
False

Correct Answer

A. False

Explanation

The answer is false it's a huge 10 times!

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8.

In a white house report, customer service advisors failed to answer customer questions what percentage (%) of the time?

60%
50%
40%
30%

Correct Answer

A. 30%

Explanation

According to the white house report, customer service advisors failed to answer customer questions 30% of the time.

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9.

A customer calls and says that they are really upset that they asked for a call back and didn’t receive one back. Choose one of the following that best describes how you should react:

Avoid what the customer said about being upset and just ask them to repeat why they needed us in the first place
Say that we didn’t receive the original request to call the customer back and then ask what it is they need us for
Apologise to the customer for not receiving a call back, reassure them that you will now own the query and ensure that they get a resolution

Correct Answer

A. Apologise to the customer for not receiving a call back, reassure them that you will now own the query and ensure that they get a resolution

Explanation

The correct answer is to apologize to the customer for not receiving a call back, reassure them that you will now own the query, and ensure that they get a resolution. This response acknowledges the customer's frustration and takes responsibility for the mistake. It shows empathy towards the customer and assures them that their issue will be addressed. By taking ownership of the query, the customer feels valued and confident that their concern will be resolved.

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10.

A customer emails in and states that they cannot find the resources on the website and they are really annoyed and disappointed with AQA. How should you proceed?

Respond to the customer in an email and say that resources are updated as and when they can be. Update CRM as a ‘query’ and resolve it.
Update CRM as a ‘complaint’ and ‘resolved’ after emailing them back to say thank you for the feedback, apologising that they found it difficult to navigate and provide them with links to the resources they were looking for.
Update CRM as a ‘complaint’ and ‘resolved’ after emailing them back to say that the website is constantly reviewed so we are confident it is easy to navigate.

Correct Answer

A. Update CRM as a ‘complaint’ and ‘resolved’ after emailing them back to say thank you for the feedback, apologising that they found it difficult to navigate and provide them with links to the resources they were looking for.

Explanation

The correct answer is to update CRM as a 'complaint' and 'resolved' after emailing the customer back to thank them for their feedback, apologize for the difficulty they experienced in navigating the website, and provide them with links to the resources they were looking for. This response acknowledges the customer's frustration, shows appreciation for their feedback, and takes proactive steps to address their issue by providing the necessary resources.

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AQA: Customer Service Week Quiz

What percentage (%) of dissatisfied customers do a typical business hear from?

Quiz Preview

Which of the following is one of the year 2 milestones of the customer experience strategy?

As part of our strategic 2020 vision, our customer standards model focuses on the following key promises based on our customers priorities (please select as many as appropriate):

Excellent customer service to AQA means:- consistent- - timely- - being comparable with the best performing organisations and not just other awarding bodies

We deliver a and personable service and the customer across the business. Listening to means we improve our service and our people. We have fun and are proud to be part of the team!

Consumers tell twice as many people about poor experiences than positive ones

On average, loyal customers are worth up to 5 times as much as their first purchase

In a white house report, customer service advisors failed to answer customer questions what percentage (%) of the time?

A customer calls and says that they are really upset that they asked for a call back and didn’t receive one back. Choose one of the following that best describes how you should react:

A customer emails in and states that they cannot find the resources on the website and they are really annoyed and disappointed with AQA. How should you proceed?

AQA: Customer Service Week Quiz

What percentage (%) of dissatisfied customers do a typical business hear from?

Quiz Preview

Which of the following is one of the year 2 milestones of the customer experience strategy?

As part of our strategic 2020 vision, our customer standards model focuses on the following key promises based on our customers priorities (please select as many as appropriate):

Excellent customer service to AQA means:- consistent- ________- timely- ________- being comparable with the best performing organisations and not just other awarding bodies

We deliver a ________ and personable service and ________ the customer across the business. Listening to ________ means we improve our service and ________ our people. We have fun and are proud to be part of the team!

Consumers tell twice as many people about poor experiences than positive ones

On average, loyal customers are worth up to 5 times as much as their first purchase

In a white house report, customer service advisors failed to answer customer questions what percentage (%) of the time?

A customer calls and says that they are really upset that they asked for a call back and didn’t receive one back. Choose one of the following that best describes how you should react:

A customer emails in and states that they cannot find the resources on the website and they are really annoyed and disappointed with AQA. How should you proceed?

Excellent customer service to AQA means:- consistent- - timely- - being comparable with the best performing organisations and not just other awarding bodies

We deliver a and personable service and the customer across the business. Listening to means we improve our service and our people. We have fun and are proud to be part of the team!