Customer Service Final

Which of the below is a shortsighted view of customer interactions?

After a customer calls or comes in and service is provided, the company assumes the customer no longer matters.

Which of the following is the next step after examine and evaluate in the planning process model?

Identify alternatives

_____ allows someone browsing the Internet to click on words or phrases, enter his or her phone number, and continue browsing.

Internet callback technology

Which of the following benefits does technology bring to employees?

It frees them from mundane tasks.

Which of the following statements is true about an automated computer telephone interview?

It is typically built around an advanced interactive voice response technology along with voice broadcasting technology.

Which of the following statements is true about social media?

It provides a wealth of opportunity for companies that want to share their message about products and services with the world.

Which of the following statements best defines an automatic call distribution system?

It refers to a telecommunications system used in call centers and customer care facilities to capture incoming calls and route them to available service providers.

Which of the following is an example of ethical behavior?

Reporting a theft carried out by another employee.

Which of the following is an easy way to show respect to customers?

Stop talking when the customer begins to speak.

Which of the following statements about call centers in the United States is true?

There has been some shrinkage in the number and size of call centers due to the rise in self-service web or speech recognition technologies.

True customer loyalty tends to come about as a result of _____.

an organization's concerted, ongoing efforts to meet customer expectations and needs

The automatic number identification system allows companies to _____

identify customers by their country or area code.

List four advantages of telephone communication.

- Convenience - Ease of communication - Economy - Efficiency

List the five steps of the planning process model.

- Set a goal - Examine and evaluate - Identify alternatives - Select best alternatives - Create implementation plan

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

Automated attendants

The _____ type of channel partnership involves signing agreements through which one organization creates a long-term alliance with another organization to brand, develop, or produce each other's products or services.

Strategic

Which of the following is the best tip to handle customers effectively?

Strive to provide exceptional service to win over the customer.

Which of the following categories of partners includes organizations that are intricately meshed with another company's internal operations?

Tactical

Which of the following social networking websites is a real-time short messaging service which provides a great vehicle for checking customer reactions to a commercial or product rollout?

Twitter

_____ is an electronic form of messaging between mobile, portable, or fixed devices over a telephone network.

Texting

Which statement identities the best strategy for dealing with customer complaints?

You cannot fix what you do not know is broken. Ask for customer input and act upon it.

A(n) _____ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

interactive kiosk

Almost _____ of households in the Americas and half of those globally were connected to the Internet by the end of 2016.

two-thirds

Tom, a customer care executive, receives an order of 25 personal computers from a customer who wants the goods to be delivered to him in two days. Tom needs to inform the customer of that there will be a delay in shipping goods in bulk in such a short span of time. In order to maintain trust, Tom should _____.

update the customer regularly and keep the customer informed of any further delay

List any five approaches to help reassure your customers about security of your technology.

- Emphasize the organization policy on security and service - Stress any participation in consumer watchdog or community organizations - Direct customers to areas on your website that shows your digital certificate or security level - Point out any website page that shows organization's history - Ask only for pertinent information - Answer questions quickly and openly - Offer other options for data submission - If calls are recorded, remind the customer of this, and point it out as an added layer of security - Explain how personal information will be used or stored

What is a potential disadvantage of technology for an employee?

It increases the risk of reassignment or dismissal.

In recent years, the concept of expert recommendation changed dramatically for many consumers. For instance, for millennials, the definition of "expert" has now shifted to _____.

potentially anyone with firsthand experience

When communicating with a customer via e-mail, you should _____

use both upper and lowercase letters

Which of the following techniques help to create a positive telephone image?

Continually evaluate yourself since you are your own best critic.

Identify the true statement about customer relationship management.

It enhances customer loyalty due to pricing and product service offerings that meet current customer needs.

_____ is a systematic approach to identify and quantify the best practices in an organization in order to make improvements in effectiveness and efficiency.

Total quality management

Which of the following strategies should be adopted to successfully build trust?

While communicating with the customer, project positivity and enthusiasm.

Discuss the importance of the customer's perception of quality customer service.

A customer's perception of quality service is often one of the prime reasons for his or her return. The quality of service that is experienced by your customer will affect how they view your product or service. Although much is written these days about quality, it is not merely a fad. Quality service involves effort and activities by the organizations that are done well and exceed the expectations of the customer.

List any five functions performed by customer relationship management software.

Customer relationship management systems perform the following functions that include capturing contact information, tracking suppliers and vendors, monitoring sales, returns, deadlines, and other important dates, developing e-mail/direct-mail lists, and attaching files to event or customer records.

Which of the following statements best defines 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 strategies should be adopted when effectively using voice mail?

Keep your outgoing message current.

Which statement below is most appropriate to use when you want to show appreciation to a customer?

"It's nice to see you this morning."

List any five ways to show respect for to customers.

- Address customer by his or her last name or title - Stop talking when the customer begins to talk - Take time to address the customer's question - Return calls or e-mails within reasonable amount of time - Show up on time for scheduled meetings - Do what you promised to do, and do it right the first time.

List the components in the customer relationship management process.

- Operational (involving sales and service representatives). - Relational/Collaborative (involving interaction with customers through such means as e-mail). - Technological Web pages and automated voice response, or AVR, systems. - Analytical (involving analyzing customer data for efforts like marketing and financial forecasting).

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

Always answer a phone call by the third or fourth ring.

Which of the following is a function of customer relationship management software?

Automatically maintain a detailed audit history on customer accounts, transactions, and individual events.

_____ technology involves using hardware and software delivered over a network, such as the Internet, allowing users access to data without having to pay for additional equipment or infrastructure.

Cloud computing

_____ are instances in which a customer connects with a service provider or some other aspect of an organization.

Contact points

Explain the usage of e-mail in today's context compared against what it was originally designed to accomplish.

E-mail was designed as an inexpensive, quick way to communicate via the World Wide Web. E-mail was not intended to replace formal written correspondence, although many organizations now use it to send things like attached correspondence and receipts and to notify customers of order status, to gather information needed to serve a customer, and for other business-related issues.

Looking for opportunities to generate small talk about nonbusiness-related matters with customers describes which type of customer encounter?

Establish rapport

The concept of underpromise and overdeliver refers to _____ customer expectations.

Exceeding

Which of the following is a distinct advantage of using technology in organizations?

Information and services can be provided on demand to customers and a worldwide customer base can be developed.

____ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

Instant messaging

Which of the following is a function controlled by the computer telephony integration systems?

Screen population of customer data when the customer answers the phone.

Which of the following is the first step in the planning process model?

Set a goal

Which of the following strategies helps provide quality service to customers?

Stay aware of the competition and the products offered by the competitor.

Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?

Transactional

The prime objective of following up with customers is to _____.

let them know you have not forgotten them and appreciate their business

List any five tips that would help employers/employees provide quality customer service and enhance customer satisfaction.

- Pay attention - Know your customers. - Deal with one customer at a time. - Give customers special treatment. - Handle complaints effectively - Sell benefits, not features - Know your competition - Do the unexpected

_____ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the World Wide Web.

Blogs

What are the types of phone numbers that companies provide for their customers to call the organization to place orders, get information, or receive service?

Most organizations have 800 and 888 numbers that are usually free that customers can use to call the organization to get information, place orders, receive service, and for a variety of other functions. The fee-based 900 numbers are pay-as-you-go with the caller incurring a per-minute charge for service from the telephone company and/or a flat fee from the organization for services rendered.

Which of the following is a poor example of fostering solid customer relationships?

Restocking fees charged by online retailers for returned items.

Which of the following is the next step after identifying alternatives in the planning process model?

Select the best alternatives

_____ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages.

Spamming

_____ allows a system to recognize keywords or phrases from a caller.

Speech recognition