Building Improvement Plans with Customer Service Metrics


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question 1 of 3

A business improvement plan _____

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1. The information collected from customer service metrics is known as _____.

2. Which of the following is the BEST example of how customer service metrics can inform improvements of OTHER areas of the business?

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About This Quiz & Worksheet

Improvement of customer service is always important in a business, and this quiz and printable worksheet will test your understanding of improvement plans and metrics. This quiz will look at the use and components of metrics, quality assurance and attendance.

Quiz & Worksheet Goals

Quiz questions will examine these topics:

  • Main customer service metrics
  • Uses of metrics
  • Impact of poor attendance
  • Ways to measure quality assurance

Skills Practiced

Students will exercise these skills:

  • Information recall - access the knowledge you've gained regarding how metrics are used
  • Reading comprehension - ensure that you draw the most important information from the related lesson on customer service metrics and improvement
  • Interpreting information - verify that you can read information regarding poor employee attendance and interpret it correctly
  • Knowledge application - use your knowledge to answer questions about quality assurance measurements

Additional Learning

Check out the accompanying lesson entitled Building Improvement Plans with Customer Service Metrics for further learning opportunities on this subject. Some goals of this lesson will include:

  • Identify the three key components of customer service that can be measured
  • Define customer service metrics and explain how they are used
  • Know how to properly implement an improvement plan
  • Identify statistics related to customer services