32013 Q2b – 6 marksDescribe the following methods of research used by Customer Services:Mystery ShopperLoyalty CardsCustomer Focus Group
42013 Q2d – 2 marksJustify the importance of customer satisfaction to an organisation.
52012 Q5a – 4 marksOutline the qualities required of an Administrative Assistant when dealing with external customers.
62013 Q5d – 2 marksJustify the need for a complaints policy.
72012 Q2c – 2 marksJustify the expense of training Administrative Assistants in customer care.
82012 Q5b – 6 marksDescribe the areas that might be covered by Customer Service Strategy.
92011 Q3b – 6 marksDescribe 3 methods a company may use to gather information about customer satisfaction.
102011 Q4a – 4 marksOutline 4 reasons given by customers for not complaining.
112011 Q4b – 6 marksDiscuss the importance of good customer service to an organisation.
122010 CS Q1 – 3 marksOutline 3 areas of customer service that a mystery shopper might investigate.
132010 CS Q2 – 2 marksCompare the use of a mystery shopper with a customer focus group.
142010 CS Q3 – 6 marksDescribe 3 consequences, and their implications, of poor customer service.
152009 CS Q3 – 4 marksJustify why customer satisfaction is important to an organisation.
162009 Q1b – 4 marksOutline 4 factors to be considered to ensure internal customer satisfaction.
172008 Q3c – 8 marksDiscuss good practice an organisation would adopt to ensure complaints are handled effectively.
182007 Q1c – 8 marksDiscuss policies which might be included in a Customer Service Strategy.
192007 CS Q4 – 4 marksIt is important to maintain communication links with customers in order to ensure quality of service. Compare 2 ways of communicating with customers to monitor satisfaction levels.
202006 Q2d – 4 marksSuggest and justify 2 ways in which customers can provide feedback to a supermarket.
212006 CS Q1 – 2 marksState 2 benefits to the organisation of having an effective customer service policy
22SQP CS Q2 – 4 marksDescribe 2 possible implications to an organisation which does not put the customer at the heart of the organisation.
23SQP Q3a – 4 marksCompare a satisfaction survey and a customer focus group as methods of evaluating the effectiveness of customer service policies.
24SQP Q4b – 6 marksAn organisation is able to have a 360 degree view of their customers through having efficient data management systems in place. Discuss how the use of these systems may promote customer satisfaction and loyalty.