Customer Service Week 2011 - Quiz - Ahmedabad

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CS QUIZ – 2011

Hello,
we are celebrating our Customer Service Week during 10-16 October.
Please participate and complete the Customer Service Quiz and and stand a chance to win a gift !!!
All the best and have fun !

* 01. Sir Reginald Leeper is?

Founder of BC

A board member

Regional Director of Americas

* 02. The benchmark score at the mystery shopping exercise for calls and emails are:

1.5

2.5

* 03. British Council targets (global) on all incoming calls are:

85% within 45 secs and 100% in 02 minutes

80% within 30 secs and 100% within 01 minute

100% within 45 secs

* 04. The new facility that the library members can enjoy, through the KOHA system is:

Read the book through the system

Return and borrow books while at home

The option of checking the catalogue online and reserve their books online

* 05. BC strategy 2015 – the main business priorities (SBU’s) are:

English , Arts, Education and society

Intercultural dialogue, UK creative and knowledge economy and climate change

English , Arts, UK education and climate change

* 06. CMF Stands for:

Customer Marketing Front

Customer Management Framework

Customer Mailing Form

* 07. BC works with 03 broad groups of people:

Exam candidates, TC Students and Library members

Leaders, influencers and aspirants

The Government, Provincial Councils and schools

* 08. The countries for BC South Asia region is:

Afganistan, Bangladesh, India,Iran, Nepal, Pakistan and Srilanka

Maldives, Bangladesh, India,Malaysia, Nepal, Pakistan and Srilanka

Bhutan, Bangladesh, India,Maldives, Nepal, Pakistan and Srilanka

* 09. British Council targets (global)on all emails received are:

85% within 24 hours and 100% within 03 days

85% within 03 days and 100% in 7 days

90% within 24 hours and 10% within 72 hours

* 10. The 03 Institute of Customer Service Awards are:

Customer Communications, Customer Excellence, Service Recovery

CS for beginners, CS for Managers, CS for Strategic Management

Communications, Solutions, Innovations

* 11. Through the new Exams online registration system, customers can:

Pay the exam fees online and get the confirmation then and there

View past papers and prepare for the exam

* 12. British Council customer experience should be:

making it easy to do business with the British Council, inspire our customers and build trust on our brand

Assess customer feelings and adapt your behaviour, balance the needs of the organisation and the customer and go the extra mile in providing service

making it easy to do business with the British Council, gather information from customers to identify issues or problems and identify and suggest options while agreeing the appropriate way forward with the customer

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