Ch 1 Cust 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

T or F: Offshoring refers to the practice of contracting with third-party companies outside the organization

False

________ is a term that describes an organization that uses knowledge as a basis for competitive advantage

Learning organization

T or F: The customer is a key component of the customer service environment that is directly under the control of the service provider and staff

False

T or F: The goals of providing customer service are similar despite the differences between organizations in their focus

False

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

During the early days of business growth, many sold or bartered products from their homes in what became known as __________?

Cottage industries

Which of the following is a component of a customer service environment?

Delivery systems

Those who actively seek out, research and buy, rent or lease products or services offered by a business are its _________

External customers

_________ is a term applied to an ongoing trend of information knowledge and resource sharing around the world

Globalization

Employees of other departments or branches, co-workers and other people who work within the same organization are________

Internal customers

The _______includes an element of an organization that a customer experiences

Organizational culture

Who among the following is an example of external customers

Suppliers

T or F: 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

T or F: Customer satisfaction is the feelings of a person whose needs have been met by an organization

True

T or F: External customers are the ones who actively seek out research and buy, rent or lease products or services offered by the organization

True

T or F: In a learning organization, learning from mistakes and adapting accordingly is crucial

True

T or F: Motivated and competent workers, planning, policy, and procedure change or system adaptation will have a positive impact on customer service.

True

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

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