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|Assessor’s name | |Phone no. | |
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The Assessment Task is due on the date specified by your assessor. Any variations to this arrangement must be approved in writing by your assessor.
Submit this document with any required evidence attached. See specifications below for details.
The candidate must demonstrate knowledge and understanding of customer service principles.
Candidates are required to answer a series of questions dealing with customer service.
1. You will need to read the questions and respond in writing with the most suitable answer.
2. Complete the questions below. If you need help understanding any questions, ask your assessor to explain.
3. This is an open-book assessment, so you may use your student workbook to assist you to answer these questions.
Adjustment for distance-based learners:
• No variation of the task is required
• A follow-up interview may be required (at the discretion of the assessor).
• Documentation can be submitted electronically or posted in the mail.
• Answer questions completely.
Customer service questions
Question 1: What’s the difference between internal and external customers?
Internal customers can are any persons who either works for an organization and serve
People that are not employed by that organization.
External customers are those whom do not work for the organization ,which are buying a
Product/service to fulfill a need.
Question 2: Why would an organisation implement a customer service strategy?
Organization implements a customer service to maintain existing customers and recruit
Question 3: What is a customer service standard?
A Customer service standard is the interaction between a business and its customers.
Customer service standards are excellence, response time ,accessibility, delivery time
Question 4: What is a work instruction?
These are instructions that specify how a task is to be carried out. The level of detail
Should be appropriate to the skill and training of the operator. Work instructions are used
In Lean production.
Question 5: Name three elements of customer service
In the area of customer service ,there are three basic elements
People Quality Technology Each elements is essential when servicing a customer
and continuing to build a relationship with the customer
Question 6: What is a ‘Moment of Truth’?
A moment of truth is usually defined as an instance where in the customer and the
Organization comes into contact with one another in a manner that gives the customer
An opportunity to either form or change an impression about the firm.
Question 7: What is fair value?
Question 8: Name three different ways we can get information on customer needs:
We can get information of customer needs with the different ways
1 Paper Survey
2 Suggestions Boxes
3 internet questionnaire
Question 9: Name three types of customer complaint:
Complaints come in all shapes and sizes. Complaints can be generated by everything
From product malfunctions to improperly trained or