Question 1: Define 'customer service' in your own words.

Answer: Customer service refers to the assistance and support a business provides to its customers before, during, and after a purchase to ensure their satisfaction.

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

Answer: One way is by training staff to be friendly and helpful. Another way is by responding quickly to customer inquiries or complaints.

Question 3: Describe a scenario where poor customer service might negatively affect a business.

Answer: If a customer experiences long wait times and unhelpful staff, they may leave dissatisfied and choose to shop elsewhere, leading to lost sales.

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

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

Question 5: Explain the importance of listening carefully to customers' needs.

Answer: Listening carefully helps staff understand what the customer wants, ensuring they can provide the right products or solutions, which increases customer satisfaction.

Question 6: Identify two ways a business can handle a customer complaint effectively.

Answer: By listening patiently to the complaint and offering a solution or compensation quickly to resolve the issue.

Question 7: Sketch a simple diagram of a customer service process flow, including at least three stages such as 'Greeting,' 'Assisting,' and 'Follow-up.'

Answer: A flowchart showing three boxes connected in sequence: 1. Greeting the customer, 2. Assisting with their needs, 3. Following up to ensure satisfaction.

Question 8: Describe how technology can improve customer service in a retail business.

Answer: Technology, like live chat on websites or mobile apps, allows customers to get support quickly and conveniently, improving their overall experience.

Question 9: Explain what is meant by 'personalised customer service' and give an example.

Answer: Personalised customer service tailors the experience to individual customers. For example, remembering a repeat customer's preferences and offering tailored recommendations.

Question 10: Draw a customer feedback form with at least four sections: 'Rating,' 'Comments,' 'Suggestions,' and 'Contact Details.'

Answer: A blank form with labeled sections for customers to fill out their rating (e.g., 1-5), comments about their experience, suggestions for improvement, and their contact information.