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
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
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
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
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)
Outsourcing
sending job functions that have been traditionally handled internally to third-party companies that specialize in these areas
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
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.
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
human resources
the employees of an organization
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
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.)
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.
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: 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.
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: 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: 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.
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.
_____ 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.
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: 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.
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.
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
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