1) Organisational procedures are the same ..........? a) Organisational limits b) Organisational jobs c) Organisational steps 2) Out of these below identify the most important customer service procedures? a) Consistency b) Sales c) Feedback d) Price 3) What is NOT a good idea a) Apologise for bad service b) Find a solution c) Reduce staff d) Give a discount 4) What is one of the two main customer service procedures. a) Greeting customers b) Ignoring customers c) Shouting at customers d) Reduce salary 5) What should you do if there is a complaint? a) Ignore it b) Aplogise c) Complain back d) Laugh

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