AQA: Customer Service Week Quiz

1. 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:

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.

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.

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

True

False

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.

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.

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

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.

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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4. 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?

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.

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.

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!

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.

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. 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

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.

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.

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

84%

54%

24%

4%

The correct answer is 4%. This suggests that a typical business only hears from a small percentage of dissatisfied customers. The low percentage indicates that many dissatisfied customers may choose not to voice their concerns or complaints to the business directly. It highlights the importance for businesses to actively seek feedback and address customer issues proactively to prevent negative experiences from going unnoticed.

Explanation

The correct answer is 4%. This suggests that a typical business only hears from a small percentage of dissatisfied customers. The low percentage indicates that many dissatisfied customers may choose not to voice their concerns or complaints to the business directly. It highlights the importance for businesses to actively seek feedback and address customer issues proactively to prevent negative experiences from going unnoticed.

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

60%

50%

40%

30%

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

Explanation

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

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

True

False

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

Explanation

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

10. 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

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.

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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