Question 1

A service provider trained to assist customers with questions,problems or suggestions is referred to as the help desk.

Accepted Answer

A) True 
 B)False  True

Question 2

E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.

Accepted Answer

A) True 
 B)False  True

Question 3

What is the disadvantage of technology that negatively impacts an employee?

Accepted Answer

A)  It increases staff costs. 
B)  It increases the number of mundane tasks. 
C)  It increases the overheads related to employees. 
D)  It increases the risk of reassignment or dismissal. 
A)  It increases staff costs. 
B)  It increases the number of mundane tasks. 
C)  It increases the overheads related to employees. 
D)  It increases the risk of reassignment or dismissal. D

Question 4

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

Accepted Answer

A)  Address customers using their first name irrespective of their consent. 
B)  Always ask open-end questions to clarify or verify information. 
C)  Always answer a phone call by the third or fourth ring. 
D)  Multi-task while attending to customers on the telephone in order to save time. 
A)  Address customers using their first name irrespective of their consent. 
B)  Always ask open-end questions to clarify or verify information. 
C)  Always answer a phone call by the third or fourth ring. 
D)  Multi-task while attending to customers on the telephone in order to save time.

Question 5

The e-mail system was designed as an inexpensive,quick way of communicating via the World Wide Web.

Accepted Answer

A) True 
 B)False

Question 6

Explain the usage of e-mail in today's context comparing against what it was originally designed for.

Accepted Answer

It was designed as an inexpensive,quick

Question 7

Include as much as graphics in a fax message in order to make the message look more pleasing to the receiver's eyes.

Accepted Answer

A) True 
 B)False

Question 8

Automated attendants provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

Accepted Answer

A) True 
 B)False

Question 9

The present operations that use technology are considered to be labor-intensive.

Accepted Answer

A) True 
 B)False

Question 10

List any five approaches to help reassure your customers about security of your technology.

Accepted Answer

Avoiding customer concerns is often as s

Question 11

Which of the following social networking websites enables users to send a message limited to 140 characters?

Accepted Answer

A)  Pinterest 
B)  Youtube 
C)  Facebook 
D)  Twitter 
A)  Pinterest 
B)  Youtube 
C)  Facebook 
D)  Twitter

Question 12

Which of the following is a function controlled by the computer telephony integration systems?

Accepted Answer

A)  Generate event-related invoices and track payments. 
B)  Screen population of customer data when the customer answers the phone. 
C)  Automatically maintain a detailed audit history on customer accounts. 
D)  Automatically maintain a detailed audit history on customer transactions. 
A)  Generate event-related invoices and track payments. 
B)  Screen population of customer data when the customer answers the phone. 
C)  Automatically maintain a detailed audit history on customer accounts. 
D)  Automatically maintain a detailed audit history on customer transactions.

Question 13

_____ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the World Wide Web.

Accepted Answer

A)  Podcasts 
B)  Wikis 
C)  Blogs 
D)  RSS feeds 
A)  Podcasts 
B)  Wikis 
C)  Blogs 
D)  RSS feeds

Question 14

A portable on-demand broadcast is called a podcast.

Accepted Answer

A) True 
 B)False

Question 15

_____ is an electronic form of messaging between mobile,portable,or fixed devices over a telephone network.

Accepted Answer

A)  Cloud computing 
B)  Texting 
C)  Media blending 
D)  Predictive dialing 
A)  Cloud computing 
B)  Texting 
C)  Media blending 
D)  Predictive dialing

Question 16

_____ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

Accepted Answer

A)  Automatic call distribution systems 
B)  Automated attendants 
C)  Interactive kiosks 
D)  Internet telephony 
A)  Automatic call distribution systems 
B)  Automated attendants 
C)  Interactive kiosks 
D)  Internet telephony

Question 17

_____ refers to the practice of contracting with third-party companies or vendors outside the organization to deliver products and services to customers or produce products.

Accepted Answer

A)  Homeshoring 
B)  Outsourcing 
C)  Inshoring 
D)  Restructuring 
A)  Homeshoring 
B)  Outsourcing 
C)  Inshoring 
D)  Restructuring

Question 18

Which of the following statements is true about the automatic number identification system?

Accepted Answer

A)  It disregards the confidentiality clause 
B)  It is a time consuming process 
C)  It is pronounced as "Annie" 
D)  It uses an auto-dialer phone system 
A)  It disregards the confidentiality clause 
B)  It is a time consuming process 
C)  It is pronounced as "Annie" 
D)  It uses an auto-dialer phone system

Question 19

Which of the following strategies should be adopted to effectively use a voice mail?

Accepted Answer

A)  Keep your outgoing message current 
B)  Refrain from making any sales presentation 
C)  Include a telephone tag to improve efficiency 
D)  Indicate the time the customer is required to call back 
A)  Keep your outgoing message current 
B)  Refrain from making any sales presentation 
C)  Include a telephone tag to improve efficiency 
D)  Indicate the time the customer is required to call back

Question 20

_____ allows someone browsing the Internet to click on words or phrases,enter his or her phone number,and continue browsing.

Accepted Answer

A)  Internet call-back technology 
B)  Internet telephony 
C)  Media blending 
D)  Predictive dialing system 
A)  Internet call-back technology 
B)  Internet telephony 
C)  Media blending 
D)  Predictive dialing system

A service provider trained to assist customers with questions,problems or suggestions is referred to as the help desk.

E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.

What is the disadvantage of technology that negatively impacts an employee?

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

The e-mail system was designed as an inexpensive,quick way of communicating via the World Wide Web.

Explain the usage of e-mail in today's context comparing against what it was originally designed for.

Include as much as graphics in a fax message in order to make the message look more pleasing to the receiver's eyes.

Automated attendants provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

The present operations that use technology are considered to be labor-intensive.

List any five approaches to help reassure your customers about security of your technology.

Which of the following social networking websites enables users to send a message limited to 140 characters?

Which of the following is a function controlled by the computer telephony integration systems?

_____ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the World Wide Web.

A portable on-demand broadcast is called a podcast.

_____ is an electronic form of messaging between mobile,portable,or fixed devices over a telephone network.

_____ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

_____ refers to the practice of contracting with third-party companies or vendors outside the organization to deliver products and services to customers or produce products.

Which of the following statements is true about the automatic number identification system?

Which of the following strategies should be adopted to effectively use a voice mail?

_____ allows someone browsing the Internet to click on words or phrases,enter his or her phone number,and continue browsing.

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Encouraging Customer Loyalty

Filters

Exam 9: Customer Service Via Technology

A service provider trained to assist customers with questions,problems or suggestions is referred to as the help desk.

E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.

What is the disadvantage of technology that negatively impacts an employee?

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

The e-mail system was designed as an inexpensive,quick way of communicating via the World Wide Web.

Explain the usage of e-mail in today's context comparing against what it was originally designed for.

Include as much as graphics in a fax message in order to make the message look more pleasing to the receiver's eyes.

Automated attendants provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

The present operations that use technology are considered to be labor-intensive.

List any five approaches to help reassure your customers about security of your technology.

Which of the following social networking websites enables users to send a message limited to 140 characters?

Which of the following is a function controlled by the computer telephony integration systems?

_____ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the World Wide Web.

A portable on-demand broadcast is called a podcast.

_____ is an electronic form of messaging between mobile,portable,or fixed devices over a telephone network.

_____ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

_____ refers to the practice of contracting with third-party companies or vendors outside the organization to deliver products and services to customers or produce products.

Which of the following statements is true about the automatic number identification system?

Which of the following strategies should be adopted to effectively use a voice mail?

_____ allows someone browsing the Internet to click on words or phrases,enter his or her phone number,and continue browsing.

The Customer Service Profession

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening Skills

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Encouraging Customer Loyalty

Filters