Ch 9

Which of the following is an advantage of technology for companies?

Companies can expand their online presence using technology without adding staff.

T/F As a result of growing Internet usage worldwide, fewer people are accessing telephone-related customer service.

False

T/F Cloud computing involves the storage of a user's data on the user's device for later retrieval.

False

T/F Frequent use of jargon and slang by a service provider in conversation with customers improves the quality of the customer service provided.

False

T/F Offshoring refers to commercial transactions conducted on the Internet.

False

T/F Pausing occasionally in a telephonic conversation is considered a weakness and should be avoided by customer service providers.

False

T/F Telephone tag helps a customer service provider better serve his or her customers.

False

T/F The telephone typewriter system (TTY) is a for-profit service that requires users to pay a monthly subscription fee.

False

T/F When taking a message from a customer for someone else, a service provider should communicate personal information to the customer.

False

_____ is a term used to describe a service center with trained providers assigned to assist customers with questions, problems, or suggestions.

Help Desk

_____ are computer terminals that have customized software and hardware and set up in a public area where users can touch a screen display to access application for information.

Interactive kiosks

T/F Speakerphones can send a cold or impersonal message and their use should be minimal.

True

T/F Media blending allows a service provider to communicate with a customer via telephone while at the same time displaying information to the customer over a computer.

True

T/F Social media refers to websites through which users come together as "communities" of friends, relatives, and like-minded individuals for social networking and micro-blogging.

True

T/F The QR Code is similar in concept to the standard barcode that appears on retail products.

True

T/F When sending a multipage fax to a customer, it is courteous to telephone in advance to make sure that it is OK and a good time to send it.

True

Which of the following is an example of "pull" technology?

a website (provides services to its visitors and encourages people to come to the website to retrieve information from it.)

The _____ system is a voice recognition mechanism that queries survey respondents with questions and stores their responses.

automated computer telephone interview

_____ is a term used to describe a type of automated phone auto-dialer that delivers a personalized, prerecorded message to recipients.

Robocall

Which of the following is a disadvantage of technology for companies?

Staying on top of competition with technology is an expensive venture.

Which of the following statements about the millennial generation is true?

This generation rivals the baby boomer generation in size and potential spending clout.

The _____ is the technology that automatically places outgoing calls and delivers incoming calls to the next available service representative in a call center.

predictive dialing system

One of the biggest advantages to using social media to get information out to current and potential customers is that _____.

sites are almost exclusively free

According to recent reports, close to _____ of households in the Americas and half of those globally were connected to the Internet by the end of 2016.

two-thirds

_____ provide callers with a menu of options from which they can select by pressing a key on their telephone pad.

Automated attendants