Chapter 1 Quiz
B2B stands for ____.
Business-to-business
The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal clients in a manner that satisfies identified and unidentified needs and ultimately results in positive word of mouth publicly and return business is called ?
Customer Service
_____ is defined as a group of processes in an organization that make service seamless to customers by ensuring that things work properly and the customer is satisfied.
Customer-friendly system
A manufacturer of consumer electronics, wanting to reduce costs, relocates his production facility to a rural location. This is an example of a cottage industry.
False
According to the Census Bureau and the Bureau of Labor Statistics, state and local governments are classified as the service sector while the federal government isn't.
False
Employees of other departments or branches, co-workers and other people who work within the same organization are ____.
internal customers
The business of customer service ____.
is all about people
Empowerment:
is an intangible way that service organizations reward employees
A communication delivered through speech or signals is known as ____.
message
In a purely customer-focused environment, service measurement is typically in terms of the:
number of customer complaints
Outsourcing
sending job functions that have been traditionally handled internally to third-party companies that specialize in these areas
Deliverables
tangible items manufactured or distributed by the company or a service available to the customer
Customer Service
the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in a positive word-of-mouth publicity and return business.
e-commerce
the buying and selling of goods over the internet
Service
the manner in which employees treat their customers and each other as they deliver their company's deliverables
Delivery system
the method(s) used by an organization to provide services and products to its customers
Offshoring
the practice of a company to take their production or call center functions to other countries (many times to save on costs)
Service recovery
training and empowering frontline workers to solve a problem immediately
True/False: Internet service providers are an example of organizations that provide both products and services.
FALSE: Internet service providers, associations, banks and credit unions, and consulting firms are examples of organizations that specialize in providing only services.
True/False: The goals of providing customer service are similar despite the differences between organizations in their focus.
FALSE: There have been many attempts to define the term customer service, but depending on an organization's focus—such as retailing, medical, dental, industry, manufacturing, or repair services—the goals of providing customer service may vary.
The goals of providing customer service are similar despite the differences between organizations in their focus.
False
True/False: In a learning organization, learning from mistakes and adapting accordingly is crucial.
TRUE: Learning from mistakes, and adapting accordingly, is crucial in a learning organization. A learning organization also ensures that there are systems that can adequately compensate and reward employees on the basis of their performance.
True/False: Learning organizations are businesses that use knowledge as a basis for competitive advantage.
TRUE: Learning organizations are businesses that use knowledge as a basis for competitive advantage. This means providing ongoing training and development opportunities to employees so that they can gain and maintain cutting-edge skills and knowledge while projecting a positive can-do customer-focused attitude.
True/False: Motivated and competent workers are the key to making a difference in customer service.
TRUE: The biggest differences in customer service stem from motivated and competent workers, planning, policy, and procedure change, or system adaptation. For this reason, many organizations go to great lengths to obtain and retain the "right" employees who possess the knowledge, skills, and competencies to professionally serve customers.
efer(s) to the products or services offered by an organization.
***NOT Outsourcing***
Analog Corp., a multinational software company, spends time and makes efforts to satisfy its clients by identifying their needs and establishing policies and procedures to support excellence in service delivery. In this case, Analog Corp. is most likely to be a(n) __.
***NOT outsourcing organization***
The intimate distance which is typically reserved for family and intimate relationships is usually ____.
0 to 18 inches
Which of the following best describes e-commerce?
A business transaction that occurs over an electronic network such as the Internet
Who is a difficult customer?
A customer who is dissatisfied with the service or product
Recognize how you tend to communicate by asking those who know you best for feedback
A key element in making your interactions successful is to
Paraphrasing
A practice of a message receiver giving back in his or her own word what he or she believes the sender said
Globalization
A term applies to an ongoing trend of information, knowledge and resources sharing around the world is
A learning organization
A term which describes an organization that uses knowledge as a competitive advantage is
Entrepreneur
A type of business that is independently owned and operated and is not dominant in its field of operations is a
Which of the following best describes a hot spot?
A wireless network that provides Internet connections to mobile computers and devices
Management rewards random employee efforts
All are common characteristics for leading edge customer- focused organizations except
Remaining emotional when providing feedback
All of the following are effective ways to provide feedback, except
A firm but not overly loose or firm handshake
All of the following can cause relationship breakdowns as the may annoy customers except
The status quo is acceptable
All of these are good practices for separating average companies from excellent companies, except
Crossing arms
All of these are positive nonverbal communication behavior except
Which of the following is NOT true about public Wi-Fi hot spot safety?
Always keep your wireless connection on
NAFTA (North American Free Trade Agreement)
An agreement for free trade between the United States and Canada and Mexico
Mission Statement
An organization's mission statement defines it's purpose or objective and how it will attain them. It is committed to writing and is publicly shared with employees and customers.
What strategy should be adopted to effectively handle customers with language differences?
Avoid humor and sarcasm as they could lead to embarrassment
Daniel, a customer care executive at Shopahol.com, an E-commerce site, receives a complaint from an elderly customer regarding a mismatch in the product delivered to him. While dealing with such a customer, Daniel should:
Be careful not to let biases about older people interfere with good service
To be effective in dealing with others, service providers should:
Be open-minded and accept that someone else has a different belief system
What is a good strategy for effectively handling demanding customers?
Be professional and respect the customer
Which of the following statements is true of the impact of the economic recession of consumers' mindset
Consumers have begun to reevaluate their paradigm or the way they look at products
Which of the following statements is true of the impact of the economic recession on consumers' mindset?
Consumers have begun to reevaluate their paradigm or the way they look at products.
During which phase of web publishing would you use a text editor to enter codes that instruct the browser how to display webpage content?
Create
What quickly gathers customer reactions to their service experience and is commonly found at restaurant tables and at point-of-sale locations?
Customer comment cards
Recognition, timely service, courtesy empathy and patience, among others
Customers want and expect common things if they are to keep doing business with you, such as
_____ style is one of the behavioral groups, characterized by a direct and no-nonsense approach to people.
Decisive
_____ occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning.
Decoding
Which of the following is a component of a customer service environment?
Delivery systems
In Internet terminology, what is the term, google.com called?
Domain name
What is a good strategy for effectively handling rude or inconsiderate customers?
Don't resort to retaliation
Number of rejections to offers
Employees who perform telemarketing service need strong self-confidence and other personal skills because of the
True/False: According to the Census Bureau and the Bureau of Labor Statistics, state and local governments are classified as belonging to the service sector while the federal government isn't.
FALSE: Cottage industry is the term adopted in the early days of customer service when many people started small businesses in their homes or cottages and bartered products or services with neighbors. Relocating a firm to a rural area is not an example of this.
True/False: Offshoring refers to the practice of contracting with third-party companies outside the organization.
FALSE: Offshoring refers to the relocation of business services by an organization from one country to another. In doing so, companies often save money on costs such as production, wages, and benefits.
True/False: The U.S. government has not made any effort to upgrade and expand broadband access nationwide since the late 1990s
FALSE: The U.S. government passed the Recovery Act in 2009 with money allocated for expanding nationwide Internet access to rural areas and into schools, libraries, public safety offices, and other community buildings
True/False: The customer is a key component of the customer service environment that is directly under the control of the service provider and staff.
FALSE: The customer is a component of the customer service environment but the customer is the only component that is not directly under the control of the service provider and staff. Customers are the "star" of the show and should be the central focus of all workplace efforts. Other components of the customer service environment include organizational culture, human resources, products/deliverables, delivery systems, and service.
True/False: The development and increased sophistication of technology has led to an increase in manufacturing and blue-collar jobs.
FALSE: The development and increased sophistication of machines, telephones, service equipment, and computers have caused an increase in production and quality. One result of this trend has been a decrease in manufacturing and blue-collar jobs
True/False: One trend in job development comes about from the need for employees to be able to have regular access to personal and professional networks and to engage in collaborative exchanges, which means more jobs are likely to develop in rural areas
FALSE: This trend means that more jobs are likely to develop in major metropolitan areas, where ease of interaction with peers and suppliers, high customer density, and access to the most current business practices exist.
True/False: Older workers are more likely than younger workers to be short-tenured employees.
FALSE: Younger workers are more likely than older workers to be short-tenured employees. The median tenure for 55 percent of employees between the age of 55 and 64 was 10.1 years in January 2016, over three times the tenure for workers age 25 to 34 (2.8 years). Among workers age 60 to 64, 55 percent were employed for at least 10 years with their current employer in January 2016, compared with 13 percent of workers age 30 to 34.
According to the Census Bureau and the Bureau of Labor Statistics, state and local governments are classified as belonging to the service sector while the federal government isn't.
False
According to the U.S. Bureau of labor statistic, the long-term shift from goods-producing to service producing employment is expected to decline.
False
Offshoring refers to the practice of contracting with third-party companies outside the organization
False
Offshoring refers to the practice of contracting with third-party companies outside the organization.
False
One trend in job development comes about from the need for employees to be able to have regular access to personal and professional networks and to engage in collaborative exchanges, which means more jobs are likely to develop in rural areas.
False
The customer is a key component of the customer service environment that is directly under the control of the service provider and staff
False
The goals of providing customer service are similar despite the differences between organizations in their focus
False
Workers employed in professional and business services, in financial activities, and in education and health services are least likely to work at home.
False
Be a positive or negative affect, depending on content or delivery
Feedback can
__ is the term applied to an ongoing trend of information, knowledge, and resource sharing around the world.
Globalization
_________ is a term applied to an ongoing trend of information knowledge and resource sharing around the world
Globalization
Which of the following specifies the heading, paragraphs, images, links, and other content elements of webpages?
HTML
A result from a search engine search is called a?
Hit
Notify the customer tel him or her the reasons and offer service alternatives if available
If service is going to be delayed or take longer than planned
That they are also very similar to you
If you are to understand and serve people who might be different from you, you must first become aware
Makes themselves clearly visible to front-line employees
In successful organizations, upper management
_____ style is one of the behavioral groups characterized by being introverted and task focused.
Inquisitive
__ occurs when organizations decide to have its own employees assume functions and perform work instead of contracting out to third parties.
Insourcing
_____ allows someone browsing the Internet to click on words or phrases, enter his or her phone number, and continue browsing.
Internet call-back technology
Define customer satisfaction:
It refers to a term that is used to describe how well an organization is doing in providing products and services that meet or exceed a customer's needs and expectations.
Which of the following statements best describes the term "e-commerce?"
It refers to an entire spectrum of companies that market products and services on the Internet and through other technology.
Which of the following adds interactivity to webpages?
JavaScript
Which of the following is NOT a recommended safe browsing technique
Keep your browsing history in you cache
Your words are typically overridden by facial and vocal cues
Knowing 7% of the meaning is received by the actual words used between two people you realize that
__ is a term that describes an organization that uses knowledge as a basis for competitive advantage.
Learning organization
________ is a term that describes an organization that uses knowledge as a basis for competitive advantage
Learning organization
Which of the following is true about privacy and security risks with online social networks?
Limit the number of friends
What phrase is most likely to lead to a communication breakdown?
Listen to me
_____ is the primary means that many customer service professionals use to determine the needs of their customers.
Listening
_____ is the primary skill most people have for gathering information.
Listening
Which of the following search texts will display pizza or sandwich places in New Orleans?
New Orleans (pizza or sandwich)
Spatial cue
Non verbal messages sent on the basis of how close or how far someone stands from another person are
Body Language
Noverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming are known as
Which of the following are criteria for evaluating a websites content?
Objectivity and Currency
Use a lot of jargon (technical or industry-related terms)
One way you might damage the customer-provided relationship is to
You have started an internship on a graphic design team and you are learning about graphic formats used on the web. Which of the following graphic formats should you use for comic-style drawing?
PNG
Providing the negative feedback to eliminate the issue
Perception checking involves all of the following except
Putting in all unnecessary details
Planning before you come into contact with a customer involves all of these, except
What is an example of negative nonverbal behavior?
Pointing a finger
assertiveness
Projecting a presence that assured, confident and capable without appearing aggressive or arrogant is know as you level of
A host in a network performs which of the following tasks?
Provides service and connections to other computers on the network
You are going to form a partnership with an organization that sells domain names. What kind of organization is your partner?
Registrar
_____ refers to sending back verbal and nonverbal messages to a message originator.
Responding
Customer Feedback
Service measurements can be in terms of
Service
Simply stated, the manner in which you and other employees treat your customers and each other as you deliver your company's product(s) or other deliverables is known as
What is an easy way to show respect to customers?
Stop talking when the customer begins to speak
Who among the following is an example of internal customers?
Subordinates
If you use an asterisk (*) in a search engine query, what are you trying to do?
Substitute characters
Non- initiative
Successful small business employees possess all but one of the following
Who among the following is an example of external customers
Suppliers
True/False: Employees who work from their homes or satellite locations are considered to be telecommuting.
TRUE: A trend seen that allows employees to set up home offices and from there electronically communicate and forward information to their corporate offices is called telecommuting.
True/False: After the recession, economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.
TRUE: After the recession, economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach. Part of their new strategy is to reevaluate their paradigm, or the way they look at products. Where they might have only gone for the nationally known brand or reputation in the past, they now evaluate and consider generic or store brands with comparable options and services offered by local providers.
True/False: Customer satisfaction refers to the feelings of a person whose needs have been met by an organization.
TRUE: Customer satisfaction refers to the feeling of a person whose needs have been met by an organization. With consumers now on the defensive and ready to fight back, all business owners find that they have to continually prove the worth of their products and services. They must provide customer satisfaction or face losing customers to competitors.
True/False: Customer service is the ability of knowledgeable and capable employees to deliver products to their external and internal customers.
TRUE: Customer service is defined as the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business. By doing these things, organizations can truly become customer-focused organizations
True/False: Deregulation is the removal of government restrictions on an industry.
TRUE: Deregulation is the removal of government restrictions on an industry. The continuing deregulation of major U.S. public services has caused competition to flourish. However, deregulation has also brought major industry shakeups, sometimes leading to breakdowns in service quality in many companies and, in some instances, closure or restructuring of the company.
True/False: External customers are the ones who actively seek out; research; and buy, rent or lease products or services offered by the organization.
TRUE: External customers are the ones who actively seek out; research; and buy, rent or lease products or services offered by the organization. This group includes vendors, suppliers, people on the telephone or Internet, and others not from the organization.
True/False: Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people.
TRUE: Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people. More advanced forms allow voice calling, video chat, and hyperlinks to various media.
True/False: The ultimate goal of customer relationship management is customer loyalty.
TRUE: The concept of identifying customer needs, understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer is known as customer relationship management. The ultimate goal is customer loyalty.
True/ False: Customer service professionals need to be abreast of current organizational policies and procedures.
TRUE: The expectation of quality service that most consumers have also creates a need for better-trained and better-educated customer service professionals. They need to be abreast of current organizational policies and procedures, what the competition offers, and the latest techniques in customer service and satisfaction.
True/False: The practice of telecommuting does not include people who are self-employed.
TRUE: To reduce traffic and pollution and save resources (e.g., rent, telephone, and technology systems), many organizations allow employees to set up home offices and from there electronically communicate and forward information to their corporate offices. The practice of telecommuting does not include people who are self-employed.
True/False: Organizations such as the International Council of Customer Service Organizations (ICCSO) work to help develop and promote service and professional excellence standards throughout the world.
TRUE: Today, businesses have changed dramatically as the economy has shifted from a dependence on manufacturing to a focus on providing timely quality service. Tied to this trend has been the development of international quality standards by which service effectiveness is measured in many multinational organizations. The International Council of Customer Service Organizations (ICCSO) has contributed to this by setting internationally acceptable standards and certifications to create a global atmosphere of service.
Which of the following allows users to have multiple home pages that automatically open when the browser starts?
Tabbed browsing
_____ is an electronic form of messaging between mobile, portable, or fixed devices over a telephone network.
Texting
Get everyone involved in the organization in planning and brainstorming
The best way to create a service culture is to
Service
The customer service is made up of six components of which customer, organiz
Service Philosophy or mission
The direction to vision of an organization that supports day to day interaction with customers is the
The methods to encode and decode, as well as feedback, fillers and noise
The interpersonal Communication Model contains the environment, sender, the receiver , message channel and
Customer
The key component in a customer-focused environment is the::
Service delivery Systems
The mechanism or strategies used by an organization to provide service to customers is known as
Verbal feedback
The response to senders message that allows both the sender and receiver to know that a message was receive correctly is
Which of the following best describes B2C e-commerce?
The sale of goods and services to the general public
Quality and quantity
The two top potential areas of a customers satisfaction or dissatisfaction about a deliverable are
Empowerment
The word used to describe the giving of decision-of lower-level employees the giving and problem solving authority
Channel
This is the term used to describe the method through which people communicate messages
Deal with the human being first
To deliver quality service effectively, you must
Which of the following best describes the purpose of an ISP?
To provide access to the Internet for free or for a fee.
After the recession economic reports are now indication that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach
True
Customer satisfaction is the feelings of a person whose needs have been met by an organization
True
Customer satisfaction refers to the feelings of a person whose needs have been met by an organization.
True
Customer service is the ability of knowledgeable and capable employees to deliver products to their external and internal customers.
True
Deregulation is the removal of government restrictions on an industry.
True
External customers are the ones who actively seek out research and buy, rent or lease products or services offered by the organization
True
In a learning organization, learning from mistakes and adapting accordingly is crucial
True
Learning organizations are businesses that use knowledge as a basis for competitive advantage.
True
Motivated and competent workers, planning, policy, and procedure change or system adaptation will have a positive impact on customer service.
True
The practice of telecommuting does not include people who are self-employed.
True
Small Business Administration (SBA)
United States governmental agency established to assist small business owners
_____ are things that customers typically desire but do not necessarily need.
Wants
Make a commitment to the customer and establish an environment to support
When customers service problems occur and the culture is not customer-focused, the important question for the organization is "How do we fix our system?" and the answer is
Financial losses increase
Which of the following is not a likely result of being courteous
What strategy should be adopted to successfully build trust?
While communicating with the customer, project positivity and enthusiasm
Organization culture
__________ ______________ is a element of an organization that the customer experience
customer-focued organization
a company that spends energy and effort on satisfying internal and external customers by first identifying customer needs, then establishing policies, procedures, and management and reward systems to support excellence in service delivery
learning organizations
a term used by Peter Senge in his book The Fifth Discipline to describe organizations value of knowledge, education, and employee training. they also learn from their competition, industry trends, and other sources, and they develop systems to support continued growth and development in order to remain competitive
service industry
a term used to describe businesses and organizations that are engaged primarily in service delivery. service sector is a more accurate term, since many organizations provide some form of service to their customers even though they are primarily engaged in research, development, and manufacture of products
service economy
a term used to describe the trend in which businesses have shifted from primarily production and manufacturing to more service delivery. as part of this evolution, many organizations have developed specifically to provide services to customers
North American Free Trade Agreement (NAFTA)
a trade agreement entered into by the United Sates, Canada, and Mexico to help, among other things, eliminate barriers to trade across borders, increase investment opportunities, and promote and protect intellectual property rights
telecommuting
a trend seen in many congested metropolitan areas and government offices. to reduce traffic, pollution, and save resources (e.g., rent, telephone, and technology systems) many organizations allow employees to set up home offices and from there electronically communicate and forward information to their corporate offices.
A nonverbal cue of someone who is expressive is a(n):
active body language
e-commerce
an entire spectrum of companies that market products and services on the internet and through other technology, and process of accessing them by consumers
customer service environment
an environment made up of and influenced by various elements of an organization, examples are delivery systems, human resources, service, products, and organizational culture start here
B2B stands for __.
business-to-business
Groupings of nonverbal behavior, such as crossed arms and friendly touching, to indicate possible positive or negative intent are called ____.
clusters
customer relationship management (CRM)
concept of identifying customer needs: understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer. the ultimate goal is customer loyalty
During the early days of business growth, many sold or bartered products from their homes in what became known as __________?
cottage industries
The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external clients in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business is called __.
customer service
A term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is _________
downsizing
The term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is __.
downsizing
Acceptable rules, manners, and ceremonies for an organization, profession, or society are known as ____.
etiquette and manners
One of the four behavior groups characterized as people-oriented, fun-loving, upbeat and extroverted is the _____ style.
expressive
Those who actively seek out, research and buy, rent or lease products or services offered by a business are its ____.
external customers
Those who actively seek out, research and buy, rent or lease products or services offered by a business are its _________
external customers
Those who actively seek out, research, and buy, rent, or lease products or services offered by a business are its __.
external customers
Demand curves
graphic representation of real world behavior used to predict coming consumer trends or shifts in consumer needs, wants, or expectations
A passive physiological process of gathering sound waves and transmitting them to the brain for analysis is known as ____.
hearing
organizational culture
includes an element of an organization that a customer encounters
Employees of other departments or branches, co-workers and other people who work within the same organization are________
internal customers
If a rational style customer has intermittent eye contact, a strategy you may use is to:
listen actively
deregulation
occurs when governments remove legislative or regulatory guidelines that inhibit and control an industry (e.g., transportation, natural gas, and telecommunications)
The __ includes any element of an organization that a customer experiences.
organizational culture
The _______includes an element of an organization that a customer experiences
organizational culture
Internal customers
people within the organization who either require support and service or provide information, products , and services providers who interact with external customers. (peers, co-workers, bosses, subordinates and people from other areas of the organization)
internal customers
people within the organization who either require support and service or provide information, products, and services to service providers. such customers include peers, co-workers, bosses, subordinates, and people from other areas of the organization
deliverables
products or services provided by an organization
Pet peeves or hot buttons are behaviors such as ____.
putting someone's call on hold without permission
business-to-business (B2B)
refers to a business-to-business customer service
human resources
refers to employees of an organization
service sector
refers to organizations and individuals involved in delivering service as a primary product
outsourcing
refers to the practice of contracting with third-party companies or vendors outside the organization (usually in another country) to delivery products and services to customers or produce products
offshoring
refers to the relocation of business services from one country to another (e.g., services, production, and manufacturing)
The manner in which a company and its employees treat its customers when delivering the company's products or other deliverables is known as ____.
service
The process of correcting something that has gone wrong involving provision of a product to a client is called ____.
service recovery
The process of righting a wrong or correcting something that has gone wrong involving provision of a product to a client is called __.
service recovery
According to the Census Bureau and the Bureau of Labor Statistics, Wholesale trade, Retail trade finance, insurance and the federal government are examples of the
service sector
Product
something produced or an output by an individual or organization.
product
something produced or an output by an individual or organization. in the service environment, products are created to satisfy customer needs or wants
When delivering service face-to-face with a customer, you should:
speak clearly, smile frequently, and use correct grammar
A generalization made about an individual or group that is not based on realty is called a:
stereotype
When something goes wrong, a service provider should ____.
take responsibility and take appropriate action
RedAngle Corp is a company that allows its employees to set up home offices and communicate electronically to its corporate office. This is an example of ______________
telecommuting
downsizing
term applied to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization
customer service
the ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business
networking
the active process of building relationships and sharing of resources
What does the term traffic, refer to when used in conjunction with the Internet?
the communications activity on the Internet
human resources
the employees of an organization
customer satisfaction
the feeling of a person whose needs have been met an organization
delivery system
the method(s) used by an organization to provide services and products to its customers
service recovery
the process of righting a wrong or correcting something that has gone wrong involving provision of a product or service to a customer. the concept involves not only replacing defective products, but also going the extra step of providing compensation for the customer's inconvenience
cottage industries
the term adopted in the early days of customer service when many people started small businesses in their homes or cottages and bartered products or services with neighbors.
globalization
the term applied to an ongoing trend of information, knowledge, and resource sharing around the world. as a result of a more more mobile society and easier access to transportation and technology, more people are traveling and accessing products and services form international sources than ever before
Service providers invest large amounts of money in training employees because __,
they lose business and revenue if they do not meet the service expectations of customers
Service providers invest large mounts of money in training employees because
they lose business and revenue if they do not meet the service expectations of customers
external customers
those people outside the organization who purchase or lease products and services. this group includes vendors, suppliers, people on the telephone, and others not from the organization
An effective listener should be _____.
understanding
What part of https://www.nps.gov/history/preserve-places.html is the host name?
www.nps.gov
Components of the Customer Service Environment
1. Customer
Vision Statement
A vision statement communities an organizations values and purpose and explains what the organization wants to be.(where it sees itself.)
True/False: According to the U.S. Bureau of Labor Statistics, the long-term shift from goods-producing to service-producing employment is expected to decline.
FALSE: Customer service representative and other types of service jobs are projected to have the most job growth between 2014 and 2024. Service-providing sectors are projected to capture 94.6 percent of all the jobs added between 2014 and 2024.
_____ occurs when organizations decide to have its own employees assume functions and perform work instead of contracting out to third parties.
Insourcing
Describe "e-commerce."
It refers to an entire spectrum of companies that market products and services on the Internet and through other technology.
What is offshoring?
Offshoring refers to the relocation of business services by an organization from one country to another.
Learning Organizations
Organizations that value knowledge, education, and employee training. They also learn from their competition, industry trends, and other sources, and they develop systems to support continued growth and development in order to remain competitive.
What guideline should customer service professionals follow to meet the expectations of customers?
Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers.
Networking
The active process of building relationships and sharing of resources.
Deregulation
The lifting of government restrictions on business, industry, and professional activities.
Customer service is the ability of knowledge and capable employees to deliver products to their external and internal customers.
True
Employees who work from their homes or satellite locations are considered to be telecommuting.
True
Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the internet to one or more people.
True
Internet service providers are an example of organizations that provides, both, products and services.
True
Organizations such as the International Council of Customer Service Organization work to help develop and promote service and professional excellence standards throughout the world.
True
Rapid growth in construction is likely to increase the overall employment in goods-producing industries.
True
The ultimate goal of customer relationship management is customer loyalty.
True
Which of the following characteristics is included in RUMBA?
Understandable
Cottage industries
a business or manufacturing activity carried on in a person's home.
Customer-focused organization
a company that spends energy and effort on satisfying internal and external customers by first identifying customer needs, and then establishing policies, procedures, and management and reward systems to support excellence in service delivery
Service industry
a term used to describe businesses and organizations that are engaged primarily in service delivery.
Service economy
a trend in which businesses have shifted from primarily production and manufacturing to more service delivery
organization culture
any element of an organization that a customer encounters, typically including the dynamic nature of the organization and encompasses the values and beliefs that are important to the organization and its employees and managers
External customers
are outside the organization who purchase or lease products and services (vendors, suppliers, people on the phone and others not from the organization)
The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external clients in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business is called ____.
customer service
The term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is ____.
downsizing
Retail and service organizations should:
establish policies and procedures that are flexible
