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Unit 3 Principles of Customer Service

Mandy Bullock 13 preguntas

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Preguntas del test (13)

  1. 1Why is it important to deliver consistently high quality service to customers?
    1. AIt reduces the need to act on customer feedback
    2. BIt encourages customers to ask questions
    3. CIt helps to maintain an organisation's positive reputation
    4. DIt allows the level of authority given to staff to be reduced
  2. 2An organisation uses a survey to find out how customers feel about it in comparison to its competitors. Why is this important?
    1. ASo changes can be made to maintain customer loyalty
    2. BSo customers can be targeted with promotional offers
    3. CSo information gathered can be shared with other organisations
    4. DSo changes to organistaional procedures can be avoided
  3. 3An organisation wants to reduce service failures. Which of these will lead to customers receiving poor service?
    1. APoor communication between staff
    2. BUse of jargon
    3. CLarge numbers of staff
    4. DThorough training of staff
  4. 4How does the Trade Description Act effect how an organisation delivers customer service ?
    1. AA cooling off period must be given
    2. BCredit agreements must be supplied
    3. CInformation given to customers must be true
    4. DCustomers must be compensated for cancelled deliveries
  5. 5How does the Consumer rights act effect the delivery of customer service?
    1. AProducts provided must conform to sale agreement
    2. BProducts must not be sold using misleading practices
    3. CCredit must be provided to allow goods to be purchased
    4. DProducts information must be provided in writing
  6. 6An organisation starts to sell goods to customers through an online service, What must it do to comply with the consumer contracts regulations?
    1. AProvide seller information to the customer
    2. BProvide free delivery to the customer
    3. CTake responsibillity for non-delivered items
    4. DOffer extended guarantees on these items
  7. 7What must an Organisation have in place in order to comply with Health and Safety legislation when delivering service to customers?
    1. AService level agreements
    2. BFlexible service
    3. CClear procedures
    4. DReasonable adjustments
  8. 8A customer has given permission for their contact details to be shared with an overseas organisation. What should the organisation do to ensure compliance with data protection legislation?
    1. AEnsure that the receiving organisation pays for the information provided
    2. BEnsure that the information is translated into the relevant language
    3. CEnsure that the receiving country provides adequate protection
    4. DEnsure that the country is outside of the European Union
  9. 9Which of these is an example of appropriate information that an organisation is allowed to hold about its customers?
    1. AReligious beliefs
    2. BSocial contacts
    3. CPersonal requirements
    4. DOut of date personal information
  10. 10Which of these questions will identify custiomer needs?
    1. AWould you be willing to recommend us to your friends?
    2. BAre you happy with the service you received today?
    3. CIs there anything I can help you with today?
    4. DHave I resolved this matter to your satisfaction?

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Principles of Customer Service
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