Take 5 Quiz 6

The correct answer is "Connect." This is the newsletter name for Group Customer Care.

Customer Care Measurement Centre will respond to feedbacks within 3 calendar days ONLY TO FEEDBACKS RECEIVED THROUGH THE REMEDY SYSTEM. (please read question # 3)

Under SHOPPIE, there is one quarterly winner for every 20 stores. This means that for every 20 stores, there will be one winner selected on a quarterly basis.

A flickering light is considered as a malfunctioning light

Every store needs to be visited at least once every quarter, except the stores that are in restricted zones such as airport terminals.

ALL of the visit are recorded, not just a few

Staff should always contact Customer Care immediately before they speak to anyone else when there is a complaint or an objection that they cannot resolve on their own. Customer Care will do all the work for you in resolving the issue for you. It is important because Customer Care records all the conversations with the customers and they update the database, which means they can keep a track of all the complaints. So when you encounter a complaint that you cannot solve on your own, the first thing to do is contact Customer Care or ask the customer to contact Customer Care BEFORE you speak to your Ops manager

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Remember that SHOPPIE rates our stores from the CUSTOMER perspective. A customer would not know that there is a shortage of staff. All they know if they had a good experience or a bad one.

A store/outlet is considered to be in Service Clinic if its YTD SHOPPIE score is below the Brand Target.

Since all stores are operational every day of the week, feedback can be sent on Fridays and Saturdays

The Music that is played in the store is part of the Brand and is as important as the Visuals and other factors that make up the brand. It is not up to the staff to turn off the music except during prayer times. Think about it this way, if you turn off the music, you may be pleasing one customer but you are risking upsetting many others. The correct thing to do is apologize and inform the customer that you will lower the music

The scoring mechanism in SHOPPIE is based on assigning a score of 5 for "YES", 1 for "NO", and 0 for "NA". This means that a positive response (YES) is given the highest score, a negative response (NO) is given a lower score, and a non-applicable response (NA) is given the lowest score. This scoring system allows for differentiation between different types of responses and provides a numerical value for each response.

Less than 1 meter is considered to be personal space and the vast majority of customers will be bothered by the proximity.

THis statement is false because staff should never speak in their mother tongue EXCEPT if the customer speaks it first. It is actually the customer's preferred language. If it happens to be the same as the mother tongue of the staff, then it is acceptable, but only if first initiated by the customer and not the staff

The correct answer is "Once every quarter." This means that the Customer Care SHOPPIE Service reports are published every three months. This frequency allows for regular updates and analysis of the customer care service performance, providing valuable insights for improvement and decision-making.

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The explanation for the given correct answer is that the SHOPPIE Icon on MyAEP has indeed been renamed to Customer Care Applications.

Only feedback sent through the "Feedback" button on the SHOPPIE sheet is considered. We monitor the response SLAs in order to continually improve our services. All othger types of feedbacks will not be responded to

According to the standards, it is important to greet the customer immediately upon eye contact. This means that as soon as the staff member makes eye contact with the customer, they should acknowledge their presence and greet them. This shows attentiveness and a willingness to assist the customer, creating a positive impression and starting the interaction on a friendly note. Greeting the customer promptly also helps to make them feel welcome and valued, enhancing their overall experience in the store.