Question 1

With the high number of users,internet usage is considered a Generation X tool.

Accepted Answer

A) True 
 B)False

Question 2

Telephone tag results in a loss of efficiency,money,and,in some cases,customers.

Accepted Answer

A) True 
 B)False

Question 3

An important thing to remember about e-mail is that it is sometimes unreliable.

Accepted Answer

A) True 
 B)False

Question 4

When delivering service face-to-face with a customer,you should:

Accepted Answer

A)  address the customer using his or her first name and assume familiarity. 
B)  ask the caller to come visit the office for quicker service. 
C)  use jargon, slang, and colloquialisms to set a friendly mood. 
D)  speak clearly, smile frequently, and use correct grammar. 
A)  address the customer using his or her first name and assume familiarity. 
B)  ask the caller to come visit the office for quicker service. 
C)  use jargon, slang, and colloquialisms to set a friendly mood. 
D)  speak clearly, smile frequently, and use correct grammar.

Question 5

Most people find it satisfactory for messages to be sent without proofreading or spell checking them to save time.

Accepted Answer

A) True 
 B)False

Question 6

Emoticons are the faces created through the use of computer keyboard characters.

Accepted Answer

A) True 
 B)False

Question 7

_____ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

Accepted Answer

A)  Internet telephony 
B)  Interactive kiosks 
C)  Instant messaging 
D)  Media blending 
A)  Internet telephony 
B)  Interactive kiosks 
C)  Instant messaging 
D)  Media blending

Question 8

On the Internet,it is relatively easy for customers to see how many employees,buildings or money a company has when they access a website.

Accepted Answer

A) True 
 B)False

Question 9

What are the types of numbers that companies provide for their customers to call in to order,get information,or receive service?

Accepted Answer

Companies provide 800 and 888 numbers th

Question 10

Which of the following statements best define an automatic call distribution system?

Accepted Answer

A)  It refers to a form of caller identification system similar to home telephone caller ID systems. 
B)  It refers to a system that integrates a representative's computer and phone to facilitate the automatic retrieval of customer records and other information needed to satisfy a customer's needs and requests. 
C)  It refers to a telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers. 
D)  It refers to a voice recognition computer mechanism that queries survey respondents with questions and stores their responses. 
A)  It refers to a form of caller identification system similar to home telephone caller ID systems. 
B)  It refers to a system that integrates a representative's computer and phone to facilitate the automatic retrieval of customer records and other information needed to satisfy a customer's needs and requests. 
C)  It refers to a telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers. 
D)  It refers to a voice recognition computer mechanism that queries survey respondents with questions and stores their responses.

Question 11

Which of the following benefits does technology bring to employees?

Accepted Answer

A)  It reduces the staff costs and overheads. 
B)  It frees them from mundane tasks. 
C)  It frees them from reassignment or dismissal. 
D)  It reduces their stress levels. 
A)  It reduces the staff costs and overheads. 
B)  It frees them from mundane tasks. 
C)  It frees them from reassignment or dismissal. 
D)  It reduces their stress levels.

Question 12

Eliminate distractions by not eating,drinking,chewing gum,talking to others or handling other tasks while on the phone.

Accepted Answer

A) True 
 B)False

Question 13

List four advantages of telephone communication.

Accepted Answer

Even though there are some disadvantages

Question 14

One factor that could help stimulate the growth of call centers is an increased demand by customers for technology-based ordering and service systems.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is a function of the customer relationship management software?

Accepted Answer

A)  Call quality monitoring and recording. 
B)  Coordinated transfer, where a caller can be passed to another representative along with the data populated on a service representative's computer screen. 
C)  Representative/agent state control. 
D)  Automatically maintain a detailed audit history on customer accounts, transactions and individual events. 
A)  Call quality monitoring and recording. 
B)  Coordinated transfer, where a caller can be passed to another representative along with the data populated on a service representative's computer screen. 
C)  Representative/agent state control. 
D)  Automatically maintain a detailed audit history on customer accounts, transactions and individual events.

With the high number of users,internet usage is considered a Generation X tool.

Telephone tag results in a loss of efficiency,money,and,in some cases,customers.

An important thing to remember about e-mail is that it is sometimes unreliable.

When delivering service face-to-face with a customer,you should:

Most people find it satisfactory for messages to be sent without proofreading or spell checking them to save time.

Emoticons are the faces created through the use of computer keyboard characters.

_____ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

On the Internet,it is relatively easy for customers to see how many employees,buildings or money a company has when they access a website.

What are the types of numbers that companies provide for their customers to call in to order,get information,or receive service?

Which of the following statements best define an automatic call distribution system?

Which of the following benefits does technology bring to employees?

Eliminate distractions by not eating,drinking,chewing gum,talking to others or handling other tasks while on the phone.

List four advantages of telephone communication.

One factor that could help stimulate the growth of call centers is an increased demand by customers for technology-based ordering and service systems.

Which of the following is a function of the customer relationship management software?

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

With the high number of users,internet usage is considered a Generation X tool.

Telephone tag results in a loss of efficiency,money,and,in some cases,customers.

An important thing to remember about e-mail is that it is sometimes unreliable.

When delivering service face-to-face with a customer,you should:

Most people find it satisfactory for messages to be sent without proofreading or spell checking them to save time.

Emoticons are the faces created through the use of computer keyboard characters.

_____ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

On the Internet,it is relatively easy for customers to see how many employees,buildings or money a company has when they access a website.

What are the types of numbers that companies provide for their customers to call in to order,get information,or receive service?

Which of the following statements best define an automatic call distribution system?

Which of the following benefits does technology bring to employees?

Eliminate distractions by not eating,drinking,chewing gum,talking to others or handling other tasks while on the phone.

List four advantages of telephone communication.

One factor that could help stimulate the growth of call centers is an increased demand by customers for technology-based ordering and service systems.

Which of the following is a function of the customer relationship management software?

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