Exam 1: The Word of Customer Service

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

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 ________.

________ undertakes activities such as recruiting, selecting, training, and retaining qualified people.

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.

Deregulation is the removal of government restrictions on an industry.

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.

Who among the following is an example of internal customers?

Distinguish between offshoring and outsourcing.

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

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

Explain the term "service recovery".

The customer is a key component of the customer service environment that is directly under the control of the service provider and staff.

Internet service providers are an example of organizations that provide both products and services.

According to the U.S. Bureau of Labor Statistics, the long-term shift from goods-producing to service-producing employment is expected to decline.

Analog Corp., a multinational software company, spends time and makes efforts to satisfy its clients by identifying their needs and establishing policies and procedures to support excellence in service delivery. In this case, Analog Corp. is most likely to be a(n) ________.

The ultimate goal of customer relationship management is customer loyalty.

The process of righting a wrong or correcting something that has gone wrong involving provision of a product to a client is called ________.

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 ________.

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

B2B stands for ________.