Customer Care & Service

Question 1

Name the four barriers to service quality

Answer 1

Misconception

Exagerated Promises

Inadequate resources

Inadequate delivery

Question 1

What 4 things can happen without good internal communication

Answer 1

Lack of co-operation between individuals
Stress
Little job satisfaction for staff
Staff not doing their work properly

Question 1

Name the five key processes from the customer viewpoint

Answer 1

Sales and ordering
Accounts and invoicing
Delivery
After-sales
Customer complaints

Question 1

Name three ways technology can be used in customer care

Answer 1

CRM

Emails

Websites

Question 1

How would you establish a customer care programme (6 steps)

Answer 1

Identify customer needs and perceptions
Establish a mission statement
Minimum level for standards
Establish processes

Effective systems for handling complaints

Effective and continuous measurement control systems

Question 3

Name two ways that a service can be measured.

Answer 3

Inputs

Outcomes

Question 4

Name the five steps of improving customer care

Answer 4

Measure standards

Analyse feedback

Act upon the information

Training

Review processes

Question 6

Name the 7p’s of service marketing

Answer 6

Promotion

Price

Placement

Product

People

Processes

Physical Evidence

Question 8

Define a service

Answer 8

Any activity that one party can offer to another which does not result in the ownership of anything

Question 9

Define brand ambassador

Answer 9

The interface between the organisation’s internal and external environments

Question 12

Define Customer Care

Answer 12

Building a bridge between customer expectations and their experiences

Question 13

Name four reasons why customer care is important

Answer 13

Satisfied customers take up less time
Satisfied customers cause less stress and bring job satisfaction
Satisfied customers tell other people which enhances the organisation’s reputation
Your customers are your business – without them there is no business!