Free CSFX BBPSD Updates

Customer Service Questions and Answers

Question 17

For organisations to improve their customer service they need to:

Gather information when they first meet a customer.

Gather information when a customer may not return.

Gather information from regular customers.

All of the above.

Question 18

It is important for organisations to know that customer expectations:

Can sometimes not be met.

Can rarely be met.

Must be met.

Are always realistic.

Question 19

Good time management recommends that if you are busy and someone rings you then you should:

Ignore the phone call and let it ring.

Answer the phone and ask them to ring you later at a more convenient time.

Answer the phone and immediately and politely tell them that you are very busy and you will ring them back later.

Answer the call and deal with it, as you know you will eventually have to deal with it.

Question 20

If a business prided itself on the quality of its service to customers as being the best in the market then this could be its:

BPS.

PRI.

USP.

CSP.