How much do you care? Test yourself…

Which of the following is not a sign of active listening?

Customers are more easily satisfied if their expectations are effectively managed.

Why should you smile every time you answer a phone call?

When dealing with an aggressive customer, which of the following will help?

When dealing with a Customer, you should not

We must put ourselves in the customers’ shoes if they lodge a complaint

Which document is being described here? Statement which outlines the procedures that customers and company should follow if things go wrong during a transaction

Surveys can take many forms. Which is being describe below? Usually a short pop-up survey that offers an incentive to participate e.g. 10% off voucher

Which method of evaluating customer care is being described below? Where someone is employed to act as a normal customer and report back to manager and what they observer/ experience

What method of evaluating customer care is used by the company in the image?

Which answer below is NOT an essential quality of a good customer service assistant?

Which word best completes the sentence on the benefits of good customer care? Excellent customer care increase customer

Which of the following would NOT be covered in a complaints procedure?

Which is the best description of a mission statement?

Which IS a potential consequence of POOR customer care?