Which of the following shows the difference between customer service standards and policies?
Standards and policies are methods of carrying out a service
A standard is a company’s plan of action to deliver a service and a policy is why it should be done.
A standard is a plan of action whist a policy is how the plan will be carried out
A standard is an accepted level of service and a policy is the organisation’s plan of action to deliver the service
What is the main benefit to a customer of a retail business having a customer service policy?
Customers will stay within the law.
Customers will always be able to get a refund
There is consistency in the way customers are treated.
Customers can follow these policies when complaining
Which of the following is one of the most common types of customer complaints?
Unhelpful staff
Opening times.
No toilet facilities
What is the best technique for listening to a customer making a complaint?
Pick out important points and facts.
Explain the company policy for complaints
Think about what you are going to say.
Make notes.
When a sales person is listening to a customer, what should they listen for whilst the customer is speaking?
Good points
Important points and facts
Queries from other customers
Manager or colleague
After listening and apologising to the customer, what must happen before informing the customer of a solution to their complaint?
A solution is put into action
The store becomes less busy
The customer is satisfied with the solution
Company policy is explained
Which one of the following describes a main key feature of excellent customer service?
Being courteous to customers
Exceeding customer needs
Accepting customer needs
Meeting company needs
Which one of the following techniques is the most effective method of approaching customers on the salesfloor?
Greet them and carry on working
Acknowledge their presence
Wait until the customer asks for help
Observe customer movements but say nothing
