Este test está cronometrado.
Tienes 5 minutos para completar 13 preguntas de este test.
Why is it important to deliver consistently high quality service to customers?
It reduces the need to act on customer feedback
It encourages customers to ask questions
It helps to maintain an organisation's positive reputation
It allows the level of authority given to staff to be reduced
An organisation uses a survey to find out how customers feel about it in comparison to its competitors. Why is this important?
So changes can be made to maintain customer loyalty
So customers can be targeted with promotional offers
So information gathered can be shared with other organisations
So changes to organistaional procedures can be avoided
An organisation wants to reduce service failures. Which of these will lead to customers receiving poor service?
Poor communication between staff
Use of jargon
Large numbers of staff
Thorough training of staff
How does the Trade Description Act effect how an organisation delivers customer service ?
A cooling off period must be given
Credit agreements must be supplied
Information given to customers must be true
Customers must be compensated for cancelled deliveries
How does the Consumer rights act effect the delivery of customer service?
Products provided must conform to sale agreement
Products must not be sold using misleading practices
Credit must be provided to allow goods to be purchased
Products information must be provided in writing
An organisation starts to sell goods to customers through an online service, What must it do to comply with the consumer contracts regulations?
Provide seller information to the customer
Provide free delivery to the customer
Take responsibillity for non-delivered items
Offer extended guarantees on these items
What must an Organisation have in place in order to comply with Health and Safety legislation when delivering service to customers?
Service level agreements
Flexible service
Clear procedures
Reasonable adjustments
A 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?
Ensure that the receiving organisation pays for the information provided
Ensure that the information is translated into the relevant language
Ensure that the receiving country provides adequate protection
Ensure that the country is outside of the European Union
Which of these is an example of appropriate information that an organisation is allowed to hold about its customers?
Religious beliefs
Social contacts
Personal requirements
Out of date personal information
Which of these questions will identify custiomer needs?
Would you be willing to recommend us to your friends?
Are you happy with the service you received today?
Is there anything I can help you with today?
Have I resolved this matter to your satisfaction?
Which of these techniques helps to put a customer at ease?
Relating to a customer request
Asking the customer to make a decision
Asking the customer to wait
Questioning the customers choices
For what purpose is an organisation permitted to use a customers date of birth?
To determine eligbility for promotional offers
To identify service preferences
To determine financial status
To identify previous transactions
Why is it important for an organisation to have an effective complaints procedure?
To enable dissatisfied customers to be identified
To limit further damage to its reputation
To prevent customers returning in the future
To improve competitiveness of the service offer
