Exam 9: Customer Service Via Technology

_____ allows a system to recognize keywords or phrases from a caller.

List any five functions performed by the customer relationship management software.

One disadvantage of telephone communication is the lack of face-to-face contact with the customer.

Which of the following is a tip to be adopted for creating a positive telephone image?

Which of the following statements best define offshoring?

When you fail to use good grammar in your communications,you may be perceived as lazy or uneducated.

_____ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminant bulk messages.

The influence of technology-based applications is so significant in terms of dollars that the way that organizations do business using them has been labeled electronic commerce.

_____ technology involves using hardware and software delivered over a network,such as the Internet.

Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.

A key to using voice mail effectively is to keep your outgoing message current and indicating your availability.

To say that technology has permeated almost every aspect of life in most developed countries would be an understatement.

While sending an e-mail,use the blind courtesy copies liberally.

A(n)_____ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

Which of the following statements is true about social media?

Jargon,slang,and colloquialisms are friendly terms/phrases that make customers smile and should be used often.

A key to effective website effectiveness is recognition and connections.

Which of the following is a distinct advantage of using technology in organizations?

Which of the following statements is true about an automated computer telephone interview?

A customer's reluctance to provide you with information is based more on a distrust on you or your service-providing peers.