{"questions_0_image":4894,"_questions_0_image":"field_propa_block_quiz_image","questions_0_question":"A good customer care policy will include details on...","_questions_0_question":"field_propa_block_quiz_question","questions_0_choices_0_choice":"The companys current trading status","_questions_0_choices_0_choice":"field_propa_block_quiz_question_choice","questions_0_choices_1_choice":"Customer complaint procedures","_questions_0_choices_1_choice":"field_propa_block_quiz_question_choice","questions_0_choices_2_choice":"Staff holiday arrangements","_questions_0_choices_2_choice":"field_propa_block_quiz_question_choice","questions_0_choices_3_choice":"Employment terms and conditions of staff","_questions_0_choices_3_choice":"field_propa_block_quiz_question_choice","questions_0_choices":4,"_questions_0_choices":"field_propa_block_quiz_choices","questions_0_answer":"Customer complaint procedures","_questions_0_answer":"field_propa_block_quiz_answer","questions_1_image":4895,"_questions_1_image":"field_propa_block_quiz_image","questions_1_question":"If a plumber cannot attend a site, appropriate action is to contact the customer and...","_questions_1_question":"field_propa_block_quiz_question","questions_1_choices_0_choice":"Apologise and confirm a new time with the customer","_questions_1_choices_0_choice":"field_propa_block_quiz_question_choice","questions_1_choices_1_choice":"Cancel the job","_questions_1_choices_1_choice":"field_propa_block_quiz_question_choice","questions_1_choices_2_choice":"Invoice for the days wasted work","_questions_1_choices_2_choice":"field_propa_block_quiz_question_choice","questions_1_choices_3_choice":"Try and explain to the customer but be ready to argue if they become irate","_questions_1_choices_3_choice":"field_propa_block_quiz_question_choice","questions_1_choices":4,"_questions_1_choices":"field_propa_block_quiz_choices","questions_1_answer":"Apologise and confirm a new time with the customer","_questions_1_answer":"field_propa_block_quiz_answer","questions_2_image":4896,"_questions_2_image":"field_propa_block_quiz_image","questions_2_question":"The best way to try and ensure the greatest customer care possible is to...","_questions_2_question":"field_propa_block_quiz_question","questions_2_choices_0_choice":"Take on as much work as you can to maximise revenue","_questions_2_choices_0_choice":"field_propa_block_quiz_question_choice","questions_2_choices_1_choice":"Respond to information requests promptly","_questions_2_choices_1_choice":"field_propa_block_quiz_question_choice","questions_2_choices_2_choice":"Ensure you drink a lot of coffee","_questions_2_choices_2_choice":"field_propa_block_quiz_question_choice","questions_2_choices_3_choice":"Ensure staff do work as quickly as possible","_questions_2_choices_3_choice":"field_propa_block_quiz_question_choice","questions_2_choices":4,"_questions_2_choices":"field_propa_block_quiz_choices","questions_2_answer":"Respond to information requests promptly","_questions_2_answer":"field_propa_block_quiz_answer","questions_3_image":4897,"_questions_3_image":"field_propa_block_quiz_image","questions_3_question":"Which of these, upon request, may be provided to the customer?","_questions_3_question":"field_propa_block_quiz_question","questions_3_choices_0_choice":"Details of the range of work being carried out","_questions_3_choices_0_choice":"field_propa_block_quiz_question_choice","questions_3_choices_1_choice":"The profit margin the company applies","_questions_3_choices_1_choice":"field_propa_block_quiz_question_choice","questions_3_choices_2_choice":"The current price of plumbing components","_questions_3_choices_2_choice":"field_propa_block_quiz_question_choice","questions_3_choices_3_choice":"The hourly pay of plumbing staff","_questions_3_choices_3_choice":"field_propa_block_quiz_question_choice","questions_3_choices":4,"_questions_3_choices":"field_propa_block_quiz_choices","questions_3_answer":"Details of the range of work being carried out","_questions_3_answer":"field_propa_block_quiz_answer","questions_4_image":4898,"_questions_4_image":"field_propa_block_quiz_image","questions_4_question":"A customer satisfaction sheet is aimed at","_questions_4_question":"field_propa_block_quiz_question","questions_4_choices_0_choice":"Checking that good customer care has been provided to the customer","_questions_4_choices_0_choice":"field_propa_block_quiz_question_choice","questions_4_choices_1_choice":"Checking to establish that the work complies with Building regulations","_questions_4_choices_1_choice":"field_propa_block_quiz_question_choice","questions_4_choices_2_choice":"Ensuring payment is made to the customer","_questions_4_choices_2_choice":"field_propa_block_quiz_question_choice","questions_4_choices_3_choice":"Dealing with customer complaints as they arise","_questions_4_choices_3_choice":"field_propa_block_quiz_question_choice","questions_4_choices":4,"_questions_4_choices":"field_propa_block_quiz_choices","questions_4_answer":"Checking that good customer care has been provided to the customer","_questions_4_answer":"field_propa_block_quiz_answer","questions_5_image":4899,"_questions_5_image":"field_propa_block_quiz_image","questions_5_question":"The most effective way of ensuring a company's customer service policy is applied by all staff is to...","_questions_5_question":"field_propa_block_quiz_question","questions_5_choices_0_choice":"Only provide a copy to customers","_questions_5_choices_0_choice":"field_propa_block_quiz_question_choice","questions_5_choices_1_choice":"Train the staff in customer care principles and the policy requirements","_questions_5_choices_1_choice":"field_propa_block_quiz_question_choice","questions_5_choices_2_choice":"Fire all staff who break any requirements of the policy","_questions_5_choices_2_choice":"field_propa_block_quiz_question_choice","questions_5_choices_3_choice":"Offer a bonus to all who read it","_questions_5_choices_3_choice":"field_propa_block_quiz_question_choice","questions_5_choices":4,"_questions_5_choices":"field_propa_block_quiz_choices","questions_5_answer":"Train the staff in customer care principles and the policy requirements","_questions_5_answer":"field_propa_block_quiz_answer","questions_6_image":4900,"_questions_6_image":"field_propa_block_quiz_image","questions_6_question":"To ensure companies investigate customer complaints in a consistent manner they can...","_questions_6_question":"field_propa_block_quiz_question","questions_6_choices_0_choice":"Provide training in personal protection","_questions_6_choices_0_choice":"field_propa_block_quiz_question_choice","questions_6_choices_1_choice":"Use a complaints procedure","_questions_6_choices_1_choice":"field_propa_block_quiz_question_choice","questions_6_choices_2_choice":"Ignore them wherever possible","_questions_6_choices_2_choice":"field_propa_block_quiz_question_choice","questions_6_choices_3_choice":"Forward all complaints to the plumber for action","_questions_6_choices_3_choice":"field_propa_block_quiz_question_choice","questions_6_choices":4,"_questions_6_choices":"field_propa_block_quiz_choices","questions_6_answer":"Use a complaints procedure","_questions_6_answer":"field_propa_block_quiz_answer","questions_7_image":4901,"_questions_7_image":"field_propa_block_quiz_image","questions_7_question":"The preferred method of protecting a customer's carpet when servicing a boiler is to...","_questions_7_question":"field_propa_block_quiz_question","questions_7_choices_0_choice":"Carry on like normal, no protection is required","_questions_7_choices_0_choice":"field_propa_block_quiz_question_choice","questions_7_choices_1_choice":"Sheet the immediate area with dust sheets","_questions_7_choices_1_choice":"field_propa_block_quiz_question_choice","questions_7_choices_2_choice":"Protect the whole room and furniture with dust sheets","_questions_7_choices_2_choice":"field_propa_block_quiz_question_choice","questions_7_choices_3_choice":"Lift the carpet prior to beginning","_questions_7_choices_3_choice":"field_propa_block_quiz_question_choice","questions_7_choices":4,"_questions_7_choices":"field_propa_block_quiz_choices","questions_7_answer":"Sheet the immediate area with dust sheets","_questions_7_answer":"field_propa_block_quiz_answer","questions_8_image":4902,"_questions_8_image":"field_propa_block_quiz_image","questions_8_question":"A new shower pump not performing to specification should be...","_questions_8_question":"field_propa_block_quiz_question","questions_8_choices_0_choice":"Left for the customer to deal with","_questions_8_choices_0_choice":"field_propa_block_quiz_question_choice","questions_8_choices_1_choice":"Reported to the water undertaker","_questions_8_choices_1_choice":"field_propa_block_quiz_question_choice","questions_8_choices_2_choice":"Reported to the manufacturer for action","_questions_8_choices_2_choice":"field_propa_block_quiz_question_choice","questions_8_choices_3_choice":"Replaced with a different model from a different manufacturer","_questions_8_choices_3_choice":"field_propa_block_quiz_question_choice","questions_8_choices":4,"_questions_8_choices":"field_propa_block_quiz_choices","questions_8_answer":"Reported to the manufacturer for action","_questions_8_answer":"field_propa_block_quiz_answer","questions_9_image":4903,"_questions_9_image":"field_propa_block_quiz_image","questions_9_question":"The customer would most likely respond positively to the removal of waste materials from site if...","_questions_9_question":"field_propa_block_quiz_question","questions_9_choices_0_choice":"They are left to deal with it themselves in their own time","_questions_9_choices_0_choice":"field_propa_block_quiz_question_choice","questions_9_choices_1_choice":"The materials are burnt on site","_questions_9_choices_1_choice":"field_propa_block_quiz_question_choice","questions_9_choices_2_choice":"They are left for the bin collection service to remove them","_questions_9_choices_2_choice":"field_propa_block_quiz_question_choice","questions_9_choices_3_choice":"They are taken from site and disposed of by the plumber","_questions_9_choices_3_choice":"field_propa_block_quiz_question_choice","questions_9_choices":4,"_questions_9_choices":"field_propa_block_quiz_choices","questions_9_answer":"They are taken from site and disposed of by the plumber","_questions_9_answer":"field_propa_block_quiz_answer","questions":10,"_questions":"field_propa_block_quiz_questions"}
10 Questions
Graham the Plumber’s Merchant