BTEC Business Level 2 Unit 4 Customer Service

3. A hub containing staff whose primary role is to support customers, where they may answer phone queries but also use other means such as online chat, is called a …
5. When staff know lots of information about a good or service that can include its application, function, features, and use, we say they have good …
6. Customers who return to the business to purchase products again referred to as … business
7. An idea held by the public about a business or its products is called it’s company …
8. What is the term for a feeling of fulfilment and happiness an employee feels from their role?
9. Connecting with customers online or through call centres is called … customer service
11. Product information that is appropriate, helpful and satisfies the customers is called … information. Actions of staff that is appropriate, helpful and satisfies the customers is called … service.
12. What is the term for the extent to which a product/service's perceived performance matches a buyer's expectations?

1. What is the term for the minimum quality standards for a product or service that is acceptable to consumers?
2. What is the term for activities and benefits provided by a business to its customers to create goodwill and customer satisfaction?
4. When sales staff and customers are physically in the same location this is called … customer service.
10. What do we call the collaborative efforts of staff to support customers and deal with customer issues effectively?