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Higher Administration. Administrative Services Outcome 5 Past Paper Questions. Customer Service Policies. 2013 Q2b – 6 marks. Describe the following methods of research used by Customer Services: Mystery Shopper Loyalty Cards Customer Focus Group. 2013 Q2d – 2 marks.

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higher administration

Higher Administration

Administrative Services

Outcome 5

Past Paper Questions

2013 q2b 6 marks
2013 Q2b – 6 marks

Describe the following methods of research used by Customer Services:

  • Mystery Shopper
  • Loyalty Cards
  • Customer Focus Group
2013 q2d 2 marks
2013 Q2d – 2 marks

Justify the importance of customer satisfaction to an organisation.

2012 q5a 4 marks
2012 Q5a – 4 marks

Outline the qualities required of an Administrative Assistant when dealing with external customers.

2013 q5d 2 marks
2013 Q5d – 2 marks

Justify the need for a complaints policy.

2012 q2c 2 marks
2012 Q2c – 2 marks

Justify the expense of training Administrative Assistants in customer care.

2012 q5b 6 marks
2012 Q5b – 6 marks

Describe the areas that might be covered by Customer Service Strategy.

2011 q3b 6 marks
2011 Q3b – 6 marks

Describe 3 methods a company may use to gather information about customer satisfaction.

2011 q4a 4 marks
2011 Q4a – 4 marks

Outline 4 reasons given by customers for not complaining.

2011 q4b 6 marks
2011 Q4b – 6 marks

Discuss the importance of good customer service to an organisation.

2010 cs q1 3 marks
2010 CS Q1 – 3 marks

Outline 3 areas of customer service that a mystery shopper might investigate.

2010 cs q2 2 marks
2010 CS Q2 – 2 marks

Compare the use of a mystery shopper with a customer focus group.

2010 cs q3 6 marks
2010 CS Q3 – 6 marks

Describe 3 consequences, and their implications, of poor customer service.

2009 cs q3 4 marks
2009 CS Q3 – 4 marks

Justify why customer satisfaction is important to an organisation.

2009 q1b 4 marks
2009 Q1b – 4 marks

Outline 4 factors to be considered to ensure internal customer satisfaction.

2008 q3c 8 marks
2008 Q3c – 8 marks

Discuss good practice an organisation would adopt to ensure complaints are handled effectively.

2007 q1c 8 marks
2007 Q1c – 8 marks

Discuss policies which might be included in a Customer Service Strategy.

2007 cs q4 4 marks
2007 CS Q4 – 4 marks

It 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.

2006 q2d 4 marks
2006 Q2d – 4 marks

Suggest and justify 2 ways in which customers can provide feedback to a supermarket.

2006 cs q1 2 marks
2006 CS Q1 – 2 marks

State 2 benefits to the organisation of having an effective customer service policy

sqp cs q2 4 marks
SQP CS Q2 – 4 marks

Describe 2 possible implications to an organisation which does not put the customer at the heart of the organisation.

sqp q3a 4 marks
SQP Q3a – 4 marks

Compare a satisfaction survey and a customer focus group as methods of evaluating the effectiveness of customer service policies.

sqp q4b 6 marks
SQP Q4b – 6 marks

An 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.

2013 q2a 4 marks
2013 Q2a – 4 marks

Outline the benefits of dealing with customers face to face.

2011 q1b 6 marks
2011 Q1b – 6 marks

Discuss the advantages and disadvantages of e-commerce to an organisation’s customers.

2008 q2d 4 marks
2008 Q2d – 4 marks

Outline the benefits of dealing with customers face to face.

higher administration1

Higher Administration

Administrative Services

Outcome 5

Past Paper Questions

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