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Learning Check Curriculum Training 69 6.2 Learning Quiz What % of customers, according to recent surveys, stated they were dissatisfied 1. 86%
What is the top step of the Customer Ladder that you try to help all your customers to reach? 2. Loyal Advocate
In surveys, customers stated that quality and price were less important than what? 3. Treatment and convenience
If a complaint is badly handled, what might the result be? 4. Anger and conflict
List three reasons why customers complain. 5. Can be anything, but the biggest are: getting a service different to that expected
What is the final stage in a typical customer process? 6. No. 13 Customer follow-up
What consequences could there be if the customer is told the cause of a reported 7. The customer could at the very least refuse to pay for the work done
What should you do if you are unsure on the legal requirements for a vehicle (such 8. If it is not clear from approved checklists, ask your manager
Sorting out a customer complaint is necessary, but is not the final thing we should 9. Manage it and learn from the experience
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