Customer service questionnaire

Performance objective

The candidate must demonstrate knowledge of customer service and understand customer service concepts.

Assessment description

This assessment requires the candidate to complete a customer service questionnaire.

Procedure

1. You must attempt to answer all questions.

2. Read the question carefully and ensure you answer each in its entirety.

Specifications

Your trainer will be looking for correct answers in plain English, using clear, legible handwriting.

Customer service questionnaire

Question 1

Imagine you work in a shop. List three things you can do to engage with a new customer walking into the store.

Question 2

Give one example of a customer/client in a service industry setting.

Question 3

Give an example of an internal customer/client in an organisation of your choice.

Question 4

In your own words, explain what is meant by the term ‘vision' when used in a customer service plan.

Question 5

In your own words, explain what is meant by the term ‘mission' when used in a customer service plan.

Question 6

Why is it important to solve a customer's complaint to the customer's satisfaction?

Question 7

Explain what the term ‘segmenting customers' means to you.

Question 8

What do the letters in the acronym RATER stand for?

Question 9

In your own words, explain what ‘active listening' means.

Question 10

In survey design, what does ‘question reliability' mean?

Question 11

In survey design, what does ‘question validity' mean?5

Question 12

List four methods for obtaining customer feedback.

Question 13

Name three ways you can maintain good relations with existing customers.

Question 14

What is the benefit of using an even number of response options in a survey question?

Question 15

In your own words, explain the difference between ‘leadership' and ‘supervision'.

Question 16

In your own words, explain the difference between ‘mentoring' and ‘coaching'.

Question 17

In your own words, explain root cause analysis.

Question 18

In your own words, explain what a bulls-eye diagram and how it would be used.

Question 19

Explain the procedures you would use to manage customer/client complaints effectively.