Question 1: Define what is meant by 'customer service' in a business context.

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

Question 2: Give two examples of good customer service a cafe might provide to its customers.

Answer: Examples include greeting customers warmly upon arrival and ensuring orders are delivered promptly and correctly.

Question 3: Describe how a business can use customer feedback to improve its service.

Answer: A business can collect feedback through surveys or comment cards, analyze the comments to identify common issues, and implement changes to address customer concerns and improve overall service.

Question 4: Explain why quick response times are important in customer service.

Answer: Quick response times show customers that their needs are valued, reduce frustration, and can lead to increased customer satisfaction and loyalty.

Question 5: Imagine a customer is unhappy with a product they bought. Outline three steps a business should take to handle this complaint effectively.

Answer: 1. Listen carefully to the customer's complaint without interrupting. 2. Apologize sincerely for the inconvenience. 3. Offer a solution such as a replacement, refund, or alternative product, and ensure the customer leaves satisfied.

Question 6: Draw a flowchart showing the steps a business might follow when handling a customer complaint.

Answer: The flowchart should include steps such as 'Customer makes complaint', 'Staff listens and records details', 'Assess the complaint', 'Decide on a solution', 'Implement the solution', 'Follow up with the customer'.

Question 7: Identify two ways a business can train its staff to improve customer service.

Answer: Staff can undergo customer service training courses and participate in role-playing exercises to practice handling different customer situations.

Question 8: Explain the importance of a friendly attitude in customer service.

Answer: A friendly attitude helps build rapport with customers, makes them feel valued, and encourages repeat business and positive reviews.

Question 9: Sketch a simple diagram of a customer service process in a retail store, including at least three key steps.

Answer: A correct sketch would show a sequence with steps such as 'Customer approaches staff', 'Staff assists customer', 'Customer makes a purchase', with arrows indicating flow between these steps.

Question 10: Describe one way technology can improve customer service in a business.

Answer: Technology such as online chat services allows customers to get instant support and information, improving their experience and reducing wait times.

Question 11: List two consequences for a business that provides poor customer service.

Answer: Consequences include negative reviews and reduced customer loyalty, which can lead to decreased sales and reputation damage.