customer service chapters 8, 9 and 10
which of the following is a tip to be adopted for creating a positive telephone image?
continually evaluate yourself since you are your own best critic
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 strategies should be adopted to build strong interpersonal relationships?
present gifts to persuade various people in the organization that you are a friend of
which of the following categories of partners include organizations that are intricately meshed with another company's internal operations?
tactical
___ is an electronic form of messaging between mobile, portable, or fixed devices over a telephone Network
texting
which of the following statements best define gender roles?
they refer to behaviors attributed to or assigned by societal norms
which of the following statements is true of people from monochronic societies?
they tend to do one thing at a time
___ technology involves using hardware and software delivered over a network, such as the internet.
cloud computing
__ refers to a term coined by Tony Alessandra related to going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated.
Platinum rule
___ 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 social networking websites enables users to send a message limited to 140 characters?
a short-sighted view of customer interaction shows that:
a customer calls or comes in, service is provided, and then the customer goes away
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 an example of ethical behavior?
an employee who reports a theft carried out by another employee
___ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.
automated attendants
which of the following is a function of the customer relationship management software
automatically maintained a detailed audit history on customer accounts, transactions and individual events
which of the following strategies should be adopted to effectively handle customers having expectations of privacy?
avoid controversial topics that might be emotional hot buttons or sensitive
which of the following strategies 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, received a complaint from an elderly customer regarding a mismatch in the product delivered to him. while dealing with such a customer, and 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
A ___ is an online journal or diary that allows people to add content.
blog
___ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the world wide web
blogs
which of the following quickly gathers customer reactions to their service experience and is commonly found at restaurant tables and at point of sale locations?
customer comment cards
which of the following factors that are learned or gained through our environment and life experiences are responsible for making a person unique?
education
____ conducted by greeters, hosts, or hostesses as customers leave a facility
exit interviews
which of the following is a tip to handle customers effectively?
strive to provide exceptional service to win over the customer
Tom, a sales executive at Gadgizmo, an electronics store attends to a Japanese customer who wishes to purchase a laptop. while attending to the customer, which of the following strategies should Tom adopt?
he must always sport a smile on his face whenever appropriate
Keith, a middle-aged sales representative at NewGen, a sports apparel store often and counters customers from generation y. which of the following approaches should Keith adopt to serve these customers better?
he must strive to cater to their wants and needs just like any other customer
which of the following is the next step after examine and evaluate in the planning process model?
identify alternatives
___ are groups in which members are separate from their group and are responsible for their destiny
individualistic cultures
which of the following is a distinct advantage of using technology in organization
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
An ___ allows customers and customer contact centers equipped with video camera computer hookups to interact via the computer.
interactive kiosk
___ allows someone browsing the internet to click on words or phrases, enter his or her phone number, and continue browsing
internet call back technology
an ___ focuses on the need for service providers to build strong bonds with customers
interpersonal relationship
identify the true statement of customer relationship management from The following
it enhances customer loyalty due to pricing and product service offerings that meet current customer needs
which of the following benefits does technology bring to employees?
it frees them from mundane tasks
what is the disadvantage of technology that negatively impacts an employee?
it increases the risk of reassignment or dismissal
which of the following statements is true about an automated computer telephone interview?
it is built around an advanced interactive voice response technology along with voice broadcasting technology
which of the following statements is true about the automatic number identification system?
it is pronounced as "Annie"
which of the following statements best define an automatic call distribution system?
it refers to a telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers
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 best defines diversity?
it refers to the characteristics, values, beliefs, and factors that make people different, yet similar.
which of the following statements best define offshoring?
it refers to the relocation of business services from one country to another
which of the following best defines modesty?
it refers to the way that cultures view propriety of dress and conduct
which statement below is appropriate to use when you want to show appreciation?
it's nice to see you this morning
which of the following strategies should be adopted to effectively use a voice mail?
keep your outgoing message current
John works as a sales representative for traveldesire.com, an online travel portal. he receives a call from a Russian customer, who is not fluent with English, inquiring on holiday packages. to serve the customer's needs better, John should:
let the customer guide the conversation
___ refers to the practice of contracting with third-party countries or vendors outside the organization to deliver products and services to customers or produce products
outsourcing
James, a sales executive at shop stop, an apparel store encounters a German customer who is not familiar with English. The customer tries to communicate his requirements to James who tries to interpret what the customer expects. after interpreting the customers needs, James seeks clarity to help understand the customer better. James is___
paraphrasing the customer's message
A ___ enables websites to offer direct download or streaming of their content to customers or website users.
podcast
which of the following may be a result of applying your own cultural practices and beliefs to a situation involving someone from another culture?
poor service
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 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 next step after identifying alternatives in the planning process model?
select the best alternatives
which of the following best describes below-average service?
service at this level is not as expected and disappoints customers
which of the following best describes exemplary service?
service at this level is out of the ordinary and unexpected
which of the following best describes unsatisfactory service?
service at this level is unacceptable and typically leads to a breakdown
which of the following best describes average service?
service at this level is what is expected by a customer
___ are mailed or emailed to people who have contacted an organization to get information, make a purchase, or use a service
service contact surveys
which of the following is the first step in the planning process model?
set a goal
___ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages.
spamming
when delivering service face-to-face with a customer, you should:
speak clearly, smile frequently, and use correct grammar
___ allows a system to recognize keywords or phrases from a caller.
speech recognition
a tip that can help provide quality service to customers is:
stay aware of the competition and the products offered by the competitor
which of the following is an easy way to show respect to customers?
stop talking when the customer begins to speak
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 a channel partner that provides a distribution outlet or link for a company's products and services?
transactional
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 2 days. Tom needs to inform the customer of the delay in shipping goods in bulk in such a short span of time. Tom should:
update the customer regularly and keep the customer informed of any further delay
which of the following strategies should be adopted to communicate effectively with diverse customers?
use care with nonverbal cues
which of the following strategies should be adopted to effectively handle people with hearing disabilities?
use facial expressions and gestures to emphasize key words or Express thoughts
which of the following strategies should be adopted to effectively handle customers with vision disabilities?
when walking with someone who is blind, offer your arm
which of the following strategies should be adopted to successfully build trust?
while communicating with the customer, project positivity and enthusiasm
A ___ is a form of server software that allows non-technical personnel to create and edit website pages using any web browser and without complex programming knowledge
wiki
people from polychronic societies are used to:
working toward long-term deadlines