higher administration administrative services outcome 5 past paper questions
TRANSCRIPT
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Higher AdministrationAdministrative ServicesOutcome 5Past Paper Questions
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Customer Service Policies
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2013 Q2b – 6 marksDescribe the following methods of research used by Customer Services: Mystery Shopper Loyalty Cards Customer Focus Group
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2013 Q2d – 2 marksJustify the importance of customer satisfaction to an organisation.
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2012 Q5a – 4 marksOutline the qualities required of an Administrative Assistant when dealing with external customers.
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2013 Q5d – 2 marksJustify the need for a complaints policy.
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2012 Q2c – 2 marksJustify the expense of training Administrative Assistants in customer care.
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2012 Q5b – 6 marksDescribe the areas that might be covered by Customer Service Strategy.
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2011 Q3b – 6 marksDescribe 3 methods a company may use to gather information about customer satisfaction.
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2011 Q4a – 4 marksOutline 4 reasons given by customers for not complaining.
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2011 Q4b – 6 marksDiscuss the importance of good customer service to an organisation.
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2010 CS Q1 – 3 marksOutline 3 areas of customer service that a mystery shopper might investigate.
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2010 CS Q2 – 2 marksCompare the use of a mystery shopper with a customer focus group.
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2010 CS Q3 – 6 marksDescribe 3 consequences, and their implications, of poor customer service.
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2009 CS Q3 – 4 marksJustify why customer satisfaction is important to an organisation.
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2009 Q1b – 4 marksOutline 4 factors to be considered to ensure internal customer satisfaction.
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2008 Q3c – 8 marksDiscuss good practice an organisation would adopt to ensure complaints are handled effectively.
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2007 Q1c – 8 marksDiscuss policies which might be included in a Customer Service Strategy.
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2007 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.
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2006 Q2d – 4 marksSuggest and justify 2 ways in which customers can provide feedback to a supermarket.
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2006 CS Q1 – 2 marksState 2 benefits to the organisation of having an effective customer service policy
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SQP CS Q2 – 4 marksDescribe 2 possible implications to an organisation which does not put the customer at the heart of the organisation.
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SQP Q3a – 4 marksCompare a satisfaction survey and a customer focus group as methods of evaluating the effectiveness of customer service policies.
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SQP 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.
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Quality Management Systems
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2013 Q2a – 4 marksOutline the benefits of dealing with customers face to face.
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2011 Q1b – 6 marksDiscuss the advantages and disadvantages of e-commerce to an organisation’s customers.
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2008 Q2d – 4 marksOutline the benefits of dealing with customers face to face.
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Higher AdministrationAdministrative ServicesOutcome 5Past Paper Questions