Exam 1: The Customer Service Profession

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

_____ is the term applied to an ongoing trend of information,knowledge and resource sharing around the world.

The number of women in the workforce is projected to decrease from about 43 percent in the year 2000 to 39 percent by the year 2020.

Service providers invest large amounts of money in training employees because ____.

The goals of providing customer service are similar despite the differences between organizations in their focus.

Who among the following is an example of internal customers?

Offshoring refers to the practice of contracting with third-party companies outside the organization.

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

_____ is a term that describes an organization that uses knowledge as a basis for competitive advantage.

Explain the term service recovery.

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

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.

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 ____.

Distinguish between offshoring and outsourcing.

_____ refers to the products or services offered by an organization.

Discuss the term organizational culture.

The term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is ____.

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

The manner in which a company and its employees treat its customers when delivering the company's products or other deliverables is known as ____.

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.