Customer Service: Quiz! MCQ

15 Questions | Total Attempts: 32

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Customer Service: Quiz! MCQ

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Questions and Answers
  • 1. 
    How many Customer Service Coordinators does TWST have? 
    • A. 

      4

    • B. 

      3

    • C. 

      5

    • D. 

      6

  • 2. 
    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.
    • A. 

      5300

    • B. 

      500

    • C. 

      6000

    • D. 

      5000

  • 3. 
    Roughly, how many issues have the customer service team closed this year? 
    • A. 

      5150

    • B. 

      5350

    • C. 

      5000

    • D. 

      4900

  • 4. 
    What is our current NHBC TW Adjusted score for 8-week surveys?
    • A. 

      106.0%

    • B. 

      106.9%

    • C. 

      110.7%

    • D. 

      98.3%

  • 5. 
    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)
    • A. 

      Leybourne Chase

    • B. 

      Church Crookham

    • C. 

      Kilnwood Vale

    • D. 

      Tolworth Girls School

  • 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?
    • A. 

      45

    • B. 

      30

    • C. 

      15

    • D. 

      0

  • 7. 
    Which CRM looks after the Tolworth Girls School development for customer service?
    • A. 

      Greg

    • B. 

      Andy

    • C. 

      Ash

    • D. 

      Dan

    • E. 

      Ryan

  • 8. 
    What are Tara and Alex's job titles?
    • A. 

      Customer Support Liaison & Customer Support Administrator

    • B. 

      Customer Service Liaison & Customer Service Administrator

    • C. 

      Customer Liaison & Customer Administrator

  • 9. 
    What are the six questions we measure for the NHBC 8 week survey?
    • A. 

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

    • B. 

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

    • C. 

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

  • 10. 
    What does 'CSO' stand for? 
    • A. 

      Customer Support Operative

    • B. 

      Customer Service Operative

    • C. 

      Customer Solutions Operative

  • 11. 
    Which departments are represented at the weekly customer service meeting? 
    • A. 

      All BU departments

    • B. 

      Customer Service, Production and Technical

    • C. 

      Customer Service, Production, Technical and Sales

    • D. 

      Customer Service, Production, Sales and Commercial

    • E. 

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

  • 12. 
    Generally, our CRMs are looking after two or more live sites each at a time. 
    • A. 

      True

    • B. 

      False

  • 13. 
    Year to date, what is our average spend per plot on remedial work across all our sites?
    • A. 

      £550

    • B. 

      £250

    • C. 

      £700

    • D. 

      £400

  • 14. 
    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?
    • A. 

      Kitchen fitting

    • B. 

      Plumbing & heating

    • C. 

      Plastering & dry lining

    • D. 

      Painting & decorating

  • 15. 
    Who is currently our longest serving CSO? 
    • A. 

      Tricky

    • B. 

      Dave

    • C. 

      Geoff

    • D. 

      Gerry

    • E. 

      Brian

    • F. 

      Luke

    • G. 

      Jay

    • H. 

      Neil

    • I. 

      Phil

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