Customer Service Skills for Success Study Set 1

Business

Quiz 9 :

Customer Service Via Technology

Quiz 9 :

Customer Service Via Technology

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

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At a help desk, service providers are trained to assist customers with questions and problems.
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True False
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True

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

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Millennials and younger consumers are the primary age groups tapping into technology.
True False
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Customers who are technically naïve tend to be highly trusting of e-commerce websites.
True False
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By setting up a website, businesses are walking onto an uneven playing field where they cannot compete with multinational competitors.
True False
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According to reports, by the end of 2016, less than half of all developed nations were using the Internet.
True False
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E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.
True False
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The e-mail system was designed as an inexpensive, quick way of communicating via the World Wide Web.
True False
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Automated attendants provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.
True False
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A portable on-demand broadcast is called a podcast.
True False
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A key to website effectiveness is recognition and connections.
True False
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One disadvantage of telephone communication is the lack of face-to-face contact with the customer.
True False
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Most people find it satisfactory and professional for messages to be sent without proofreading or spell-checking them to save time.
True False
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Technology touches few aspects of life in most developed countries around the world.
True False
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The organizations doing business using technology-based applications have been labeled electronic commerce.
True False
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Operations that used technology were once viewed as labor-intensive and "back-office" functions, rather than an integral component of the overall operation of an organization.
True False
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Emoticons are the faces created through use of computer keyboard characters and symbols.
True False
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Include as many graphics as possible in a fax message to make the message more visually appealing.
True False
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An important thing to remember about e-mail is that it is sometimes unreliable.
True False
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