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Customer Service Mastery (Grade 12)

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Customer Service Mastery (Grade 12)

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About this activity

CS concepts for grade 12

Created by

Luyanda Nonhlanhla
Luyanda Nonhlanhla
South Africa

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Customer Service Mastery (Grade 12)
 

Customer Service Mastery (Grade 12)Online version

CS concepts for grade 12

by Luyanda Nonhlanhla
1

What is customer service?

2

Which skill helps you understand customer needs best?

3

Which is a core step in service recovery?

4

Which statement best defines customer satisfaction?

5

Which is NOT a SERVQUAL dimension?

6

What does empathy mean in service?

7

Why seek customer feedback after service?

8

Which behavior signals positive service delivery?

9

Best practice with an irate customer?

10

Which are key stages of a service encounter?

Feedback

Customer service assists customers at all stages, not just sales.

Active listening clarifies needs better than rushing or focusing on price.

Acknowledgment and apology are essential before offering a solution.

Satisfaction reflects whether expectations are met, not just sales.

Reliability, empathy, and tangibles are core SERVQUAL dimensions.

Empathy involves sensing and acknowledging the customer's feelings.

Feedback informs improvements and aligns service with needs.

Body language shows attentiveness and respect for the customer.

Calmness and a clear solution path defuse most tensions.

Structured stages help ensure needs are identified and met.

 
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