Customer Service Skills for Success Study Set 1

Business

Quiz 1 :

The Word of Customer Service

Quiz 1 :

The Word of Customer Service

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After the recession, economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.
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True False
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True

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The practice of telecommuting does not include people who are self-employed.
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True False
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True

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The U.S. government has not made any effort to upgrade and expand broadband access nationwide since the late 1990s
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True False
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False

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One trend in job development comes about from the need for employees to be able to have regular access to personal and professional networks and to engage in collaborative exchanges, which means more jobs are likely to develop in rural areas
True False
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Customer satisfaction refers to the feelings of a person whose needs have been met by an organization.
True False
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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.
True False
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According to the U.S. Bureau of Labor Statistics, the long-term shift from goods-producing to service-producing employment is expected to decline.
True False
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The customer is a key component of the customer service environment that is directly under the control of the service provider and staff.
True False
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The development and increased sophistication of technology has led to an increase in manufacturing and blue-collar jobs.
True False
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The ultimate goal of customer relationship management is customer loyalty.
True False
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The goals of providing customer service are similar despite the differences between organizations in their focus.
True False
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Internet service providers are an example of organizations that provide both products and services.
True False
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Employees who work from their homes or satellite locations are considered to be telecommuting.
True False
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According to the Census Bureau and the Bureau of Labor Statistics, state and local governments are classified as belonging to the service sector while the federal government isn't.
True False
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Customer service is the ability of knowledgeable and capable employees to deliver products to their external and internal customers.
True False
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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.
True False
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Customer service professionals need to be abreast of current organizational policies and procedures.
True False
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Offshoring refers to the practice of contracting with third-party companies outside the organization.
True False
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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.
True False
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Deregulation is the removal of government restrictions on an industry.
True False
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Showing 1 - 20 of 53