Question 1

Select from the list below any four (4) resources you may develop, procure or use to provide quality products and services to customers?

1. Information
2. Technology
3. Minerals
4. Equipment
5. Time

Question 2

When designing Customer Service Standards (CSS) we should identify the key areas that we would include to make decisions to conquer problems and to adopt customer services services, products and service delivery in consultation with appropriate individuals and groups. Select the correct areas below:

1. Dealing with complaints
2. Privacy and Confidentiality
3. Promptness of service
4. Accuracy of information
5. All of these are correct

Question 3

Customer requirements are described as the specifications or features of a product or service deemed necessary by customers.

Select three (3) from the list given below that align with the requirments to motivate customers to buy products and services.

1. Price
2. Efficiency
3. Colour
4. Quality

Question 4

Organisations can keep continually improve all aspects of their online presence, including: ? Select all answers that apply

1. Content
2. Pricing
3. Timing
4. Advertising

Question 5

To help customers with their requirements, organisations should have the required resources to solve customer issues by having customer service teams or systems where customers can chat with the service team.

Select from the list below, some of the available resources that could be used to assist in meeting customer service requirements:

1. More floor managers
2. CRM - Customer relationship management tool
3. Live chat
4. Ticketing system
5. Shared inbox

Question 6

Identify from the liste below some common KPI's used in customer service:

1. All of these are correct
2. undertaking an agreed number of customer need identification exercises
3. achieving an agreed customer satisfaction score in feedback
4. Time taken to answer customer calls
5. percentage of complaints resolved on the same day of complaint

Question 7

Identify from the list below some principles and techniqes involved in managing customer relations that will benefit your staff:

1. Understand expectations
2. Speak fast so that you can move onto the next customer
3. Stay in touch
4. Take your time

Question 8

Match the skills and approaches that Customer Service Managers may be required to undertake in their role of supporting colleagues to the listed descriptions below:

Entails regularly overseeing the performance of an individual or a group. It involves allocating work, assessing performance, providing feedback and following up on feedback to ensure improvement

[ Choose one of them -> ] Supervision Coaching Mentoring Leadership

It is the act of directing, guiding and training an individual or group to achieve better performance. It often involves modelling what to do

[ Choose one of them -> ] Supervision Coaching Mentoring Leadership

The strategic activity to set visions and inspire others to achieve that vision

[ Choose one of them -> ] Supervision Coaching Mentoring Leadership

It refers to a relationship between an experienced, usually senior expert (the ______) and a less experienced employee. These relationships can provide employees with advice, feedback and professional support, and it can also provide significant emotional support as well.

[ Choose one of them -> ] Supervision Coaching Mentoring Leadership

Question 9

Organisations should develop customer complaints handling policies. What should this include?

1. Inform customers about the commitment to continuous improvement
2. Show that the organisation is committed in resolving their issues
3. Reassuring the customers that the organisation values their feedback
4. All of these are correct
5. Identify the steps that will be taken in discussing, addressing and resolving complaints
6. Explain how the customers can make a formal complaint

Question 10

What words can eliminate 95% of a customer anger?

1. I am sorry
2. We appreciate your business
3. Thank you for your call
4. I will need to check with my supervisor

Question 11

Organisations should continually improve their customer service, take their customers suggestions seriously, and use various strategies for improvement. Select two (2) methods commonly used to improve customer service:

1. Phone calls ringout out, unanswered
2. Mechanical voice prompts
3. Understanding customer needs
4. Train Empathy

Question 12

When attempting to resolve a complaint or appease an irritated customer there are several techniques that can be beneficial. Select four (4) from the following list:

1. Offer a solution and give options wherever possible
2. Ask the customer for their needs and preferences
3. Refer to your supervisor who is on leave for 2 days
4. Assess the situation
5. Deliver the solution

Question 13

Complaint records are important documents and needs to be managed appropriately.

Where should the complaints relating to customer service go to ?

1. The supervisor
2. To the HR Department
3. The shredder
4. The legal department

Question 14

What are three (3) benefits of efficient records management?

1. Time is saved
2. Operating costs are reduced
3. All of these are correct
4. Efficiency is enhanced