Higher AdministrationAdministrative ServicesOutcome 5Past Paper Questions

Customer Service Policies

2013 Q2b – 6 marksDescribe the following methods of research used by Customer Services: Mystery Shopper Loyalty Cards Customer Focus Group

2013 Q2d – 2 marksJustify the importance of customer satisfaction to an organisation.

2012 Q5a – 4 marksOutline the qualities required of an Administrative Assistant when dealing with external customers.

2013 Q5d – 2 marksJustify the need for a complaints policy.

2012 Q2c – 2 marksJustify the expense of training Administrative Assistants in customer care.

2012 Q5b – 6 marksDescribe the areas that might be covered by Customer Service Strategy.

2011 Q3b – 6 marksDescribe 3 methods a company may use to gather information about customer satisfaction.

2011 Q4a – 4 marksOutline 4 reasons given by customers for not complaining.

2011 Q4b – 6 marksDiscuss the importance of good customer service to an organisation.

2010 CS Q1 – 3 marksOutline 3 areas of customer service that a mystery shopper might investigate.

2010 CS Q2 – 2 marksCompare the use of a mystery shopper with a customer focus group.

2010 CS Q3 – 6 marksDescribe 3 consequences, and their implications, of poor customer service.

2009 CS Q3 – 4 marksJustify why customer satisfaction is important to an organisation.

2009 Q1b – 4 marksOutline 4 factors to be considered to ensure internal customer satisfaction.

2008 Q3c – 8 marksDiscuss good practice an organisation would adopt to ensure complaints are handled effectively.

2007 Q1c – 8 marksDiscuss policies which might be included in a Customer Service Strategy.

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.

2006 Q2d – 4 marksSuggest and justify 2 ways in which customers can provide feedback to a supermarket.

2006 CS Q1 – 2 marksState 2 benefits to the organisation of having an effective customer service policy

SQP CS Q2 – 4 marksDescribe 2 possible implications to an organisation which does not put the customer at the heart of the organisation.

SQP Q3a – 4 marksCompare a satisfaction survey and a customer focus group as methods of evaluating the effectiveness of customer service policies.

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.

Quality Management Systems

2013 Q2a – 4 marksOutline the benefits of dealing with customers face to face.

2011 Q1b – 6 marksDiscuss the advantages and disadvantages of e-commerce to an organisation’s customers.

2008 Q2d – 4 marksOutline the benefits of dealing with customers face to face.

Higher AdministrationAdministrative ServicesOutcome 5Past Paper Questions