Customer service

Two-way communication involves

An application of all the elements in interpersonal communication

Workers employed in professional and business services, in financial activities, and in education and health services are least likely to work at home

False

In evaluating your customers service attributes, asking those with whom you interact regularly to give you feedback can be helpful.

True

In the past a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

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

Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.

True

Organizations such as the international council of customer service organizations 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 return policy of an organization is a gauge customers to determine where they will spend their time and money.

True

The ultimate goal of customer relationship management is customer loyalty.

True

it is necessary to avoid using negative sounding "you" messages as a primary means of addressing customer.

True

Which of the following statement is true of the problems associated with channels of communication.

Written communication has the potential for misunderstanding of words.

Small talk is yet another way to impose a sale on a customer and should always be avoided

False

The goals of providing customer service are similar despite the differences between organizations in their focus.

False

The practice of a message receiver giving back in his or her own words what he or she believes a sender said is called feedback.

False

The service culture in every organization is identical

False

Analog Corp a multinational software company spends time and takes efforts to satisfy its clients by identifying their needs snd establishing policies and procedures to support excellence in service delivery. In their case, analog Corp is most likely to be a

Customer focused 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

Occurs when a customer converts messages received into familiar ideas by interpreting or assigning meaning.

Decoding

A manufacturer of customer electronics, wanting to reduce costs, relocates his production facility to a rural location. This is an example of cottage industry

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

According to the census Bureau of labor statistics, state and local governments are classified as the service sector while the federal government isn't

False

Companies that are customer centric typically view customers from the standpoint of what company products or services they use

False

Customer centric organizations have realized that it is cheaper to attract new customers that to try and retain their current customers.

False

Employees should always share their organization's internal problems with the customers.

False

Internet Service Providers are an example of organizations that provides,both, products and services

False

Paraphrasing is a key element of two-way verbal communication.

False

Proteges are individuals in an organization who dedicate time and effort to befriend and assist others.

False

The business of customer service

Is all about people

A communication delivered through speech or signals is known as a

Message

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

As a service provider, the key element is making your customer interactions successful is

To recognize how you tend to communicate by asking those who know you best for feedback

A company's mission is generally driven from the top of the organization.

True

A sole proprietorship is a one-owner business.

True

Any policy,procedure, action or inaction on the part of an organization contributes to its service culture

True

Customer service is the ability of knowledgeable and capable employees to deliver products to their external and internal customers.

True

Defusing by acknowledgement can be used in ever unhappy situation with any customer.

True

Employee expectations are perceptions about positive and negative aspects of the workplace.

True

Employees who work from their homes or satellite locations are considered to be telecommuting

True

Feedback is transmitted either verbally or nonverbally

True

For any goal to be attained, it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.

True