Exam 1: The Customer Service Profession

During the early days of business growth,many sold or bartered products from their homes in what became known as ____.

Older workers are more likely than younger workers to be short-tenured employees.

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

According to the Census Bureau and the Bureau of Labor Statistics,state and local governments are classified as the service sector while the federal government isn't.

_____ refers to the relocation of business services by an organization from one country to another.

Customer satisfaction is the feelings of a person whose needs have been met by an organization.

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

Learning organizations are businesses that use knowledge as a basis for competitive advantage.

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

Who among the following is an example of external customers?

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 ____.

Analog Corp.,a multinational software company,spends time and takes 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 Norris-La Guardia Act allocated $7 billion toward upgrading and expanding broadband access nationwide in order to provide access to rural areas and increase Internet capacity in schools,libraries,public safety offices,and other community buildings.

Organizations such as the International Council of Customer Service Organizations (ICCSO)work to help develop and promote service and professional excellence standards throughout the world.

_____ occurs when organizations decide to have its own employees assume functions and perform work instead of contracting out to third parties.

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

According to the Census Bureau and the Bureau of Labor Statistics,wholesale trade,retail trade,finance,insurance and the federal government are examples of the ____.

Employees of other departments or branches,co-workers and other people who work within the same organization are ____.

Which of the following statements is true of the impact of the economic recession on consumers' mindset?

Define the service sector and list a few industries that it covers.