Question 1: Explain why good customer service is important for a business's success.

Answer: Good customer service helps to keep customers satisfied, encourages them to return, and can lead to positive word-of-mouth, which attracts new customers. It also helps build a good reputation for the business.

Question 2: Describe two ways a business can improve its customer service.

Answer: A business can improve customer service by training staff to be friendly and helpful, and by responding quickly to customer inquiries or complaints.

Question 3: Imagine you are a shop assistant. A customer is unhappy because a product is faulty. How should you handle this situation?

Answer: Listen carefully to the customer's complaint, apologise sincerely, offer a replacement or refund, and ensure the customer leaves feeling satisfied with the resolution.

Question 4: List three qualities that good customer service staff should have.

Answer: Good communication skills, patience, and a friendly attitude.

Question 5: Explain what is meant by 'customer feedback' and why it is useful.

Answer: Customer feedback is the opinions and comments customers give about their experience. It is useful because it helps businesses identify areas for improvement and make changes to better satisfy customers.

Question 6: A business wants to make its customers more satisfied. Suggest one change they could make in their service.

Answer: They could reduce waiting times by hiring more staff or improving their appointment system.

Question 7: Describe a scenario where poor customer service could harm a business.

Answer: If a customer has a bad experience, such as being ignored or treated rudely, they may choose not to return and might tell others about their poor experience, damaging the business's reputation.

Question 8: Sketch a simple diagram showing the process of handling a customer complaint from start to finish.

Answer: A flowchart with steps: 1. Customer raises issue, 2. Staff listens and apologises, 3. Staff offers a solution, 4. Customer accepts or declines, 5. Follow-up or resolution complete.

Question 9: What is the role of training in providing good customer service?

Answer: Training helps staff understand how to communicate effectively, handle complaints professionally, and provide consistent, high-quality service to customers.

Question 10: Draw a customer service contact card that a business might give to a customer with contact details and opening hours.

Answer: A rectangular card with space for the business name, phone number, email, website, and opening hours written clearly.