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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 Administrative Services Outcome 5 Past Paper Questions
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 Justify the importance of customer satisfaction to an organisation.
2012 Q5a – 4 marks Outline the qualities required of an Administrative Assistant when dealing with external customers.
2013 Q5d – 2 marks Justify the need for a complaints policy.
2012 Q2c – 2 marks Justify the expense of training Administrative Assistants in customer care.
2012 Q5b – 6 marks Describe the areas that might be covered by Customer Service Strategy.
2011 Q3b – 6 marks Describe 3 methods a company may use to gather information about customer satisfaction.
2011 Q4a – 4 marks Outline 4 reasons given by customers for not complaining.
2011 Q4b – 6 marks Discuss the importance of good customer service to an organisation.
2010 CS Q1 – 3 marks Outline 3 areas of customer service that a mystery shopper might investigate.
2010 CS Q2 – 2 marks Compare the use of a mystery shopper with a customer focus group.
2010 CS Q3 – 6 marks Describe 3 consequences, and their implications, of poor customer service.
2009 CS Q3 – 4 marks Justify why customer satisfaction is important to an organisation.
2009 Q1b – 4 marks Outline 4 factors to be considered to ensure internal customer satisfaction.
2008 Q3c – 8 marks Discuss good practice an organisation would adopt to ensure complaints are handled effectively.
2007 Q1c – 8 marks Discuss policies which might be included in a Customer Service Strategy.
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 Suggest and justify 2 ways in which customers can provide feedback to a supermarket.
2006 CS Q1 – 2 marks State 2 benefits to the organisation of having an effective customer service policy
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 Compare a satisfaction survey and a customer focus group as methods of evaluating the effectiveness of customer service policies.
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 Outline the benefits of dealing with customers face to face.
2011 Q1b – 6 marks Discuss the advantages and disadvantages of e-commerce to an organisation’s customers.
2008 Q2d – 4 marks Outline the benefits of dealing with customers face to face.
Higher Administration Administrative Services Outcome 5 Past Paper Questions
