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Exit Survey »

CS QUIZ – 2011

01. Sir Reginald Leeper is?

Founder of BC

A board member

Regional Director of Americas

02. The PERFECT model of Customer Service stands for,

Performance, Evaluation, Review, Facts, Encourage, Compliment and Team work

Polite, Efficient, Respectful, Friendly, Enthusiastic, Cheerful, and Tactful

Patience, Empathetic, Rewarding, Friendly, Energetic, Complimenting, and Target oriented

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

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

08. BC works with 03 broad groups of people

Leaders, influencers and aspirants

Exam candidates, TC Students and Library members

The Government, Provincial Councils and schools

09. This person was born in 1847 in Scotland, and gifted a great invention to the world. Name the person and his invention.

Alexander graham bell – Telephone

10. 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

11. 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

13. The 03 Institute of Customer Service Awards are

Communications, Solutions, Innovations

Customer Communications, Customer Excellence, Service Recovery

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

15. 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