Customer Service

Customer Service Chapter 1-2 Review

Multiple Choice

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

• True

• False

Multiple Choice

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

• True

• False

Multiple Choice

The ultimate goal of customer relationship management is customer loyalty.

• True

• False

Multiple Choice

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

• True

• False

Multiple Choice

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.

• True

• False

Multiple Choice

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

Multiple Choice

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

Multiple Choice

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

Multiple Choice

Rapid growth in construction is likely to increase the overall employment in goods-producing industries.

• True

• False

Multiple Choice

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

• True

• False

Multiple Choice

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 ____.

• downsizing

• networking

• customer service

• outsourcing

Multiple Choice

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) _____.

• customer-focused organization

• offshoring organization

• cottage industry

• outsourcing organization

Multiple Choice

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 ____.

• service sector

• primary sector

• public sector

• private sector

Multiple Choice

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

• outsourcing organizations

• cottage industries

• service industries

• customer-focused organizations

Multiple Choice

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 ____.

• downsizing

• outsourcing

• telecommuting

• offshoring

Multiple Choice

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

• offshoring

• downsizing

• networking

• outsourcing

Multiple Choice

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

• Networking

• Telecommuting

• Globalization

• Deregulation

Multiple Choice

B2B stands for ______.

• back-to-business

• brand-to-brand

• brokering-to-business

• business-to-business

Multiple Choice

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

• Offshoring

• Insourcing

• Deregulation

• Outsourcing

Multiple Choice

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

• Insourcing

• Deregulation

• Outsourcing

• Offshoring

Multiple Choice

The service culture in every organization in identical.

• True

• False

Multiple Choice

Any policy, procedure, action, or inaction on the part of an organization contributes to its service culture.

• True

• False

Multiple Choice

Companies that are customer-centric typically view customers from the standpoint of what company products or services they use.

• True

• False

Multiple Choice

In the past, a company's primary approach to attract and hold customers was to continually make changes to its product and service lines.

• True

• False

Multiple Choice

Customer-centric organizations have realized that it is cheaper to attract new customers than to try and retain their current customers.

• True

• False

Multiple Choice

A company's mission is generally driven from the top of the organization.

• True

• False

Multiple Choice

Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure and service culture of an organization.

• True

• False

Multiple Choice

Employee expectations are perceptions about positive and negative aspects of the workplace.

• True

• False

Multiple Choice

For any goal to be attained, it must be believable to the people who will strive to reach it and to the supervisors or team leaders who will monitor it.

• True

• False

Multiple Choice

Employees should always share their organization's internal problems with the customers.

• True

• False

Multiple Choice

Which of the following statements is true of a top down-oriented organization?

• Customers are at the top of the organization's structure.

• It typically focuses on individual needs of customers rather than its products.

• It typically views the senior management as a final element or afterthought

• Upper management is at the top of the hierarchy

Multiple Choice

Which of the following statements is true of successful organizations?

• The mission and vision statements of these organizations are completely different

• They typically view customers from the standpoint of what company products or services they use.

• The members of the upper management make themselves clearly visible to front-line-employees

• They realize that it is cheaper to continually attract new customers than to retain current customers.

Multiple Choice

In an organization, _____ are the task assignments that service providers assume.

• service delivery systems

• customer expectations

• employee roles

• value chain activities

Multiple Choice

Which of the following characteristics is included in RUMBA?

• Abstract

• Understandable

• Measureless

• Rigid

Multiple Choice

In a purely customer-focused environment, service measurement is typically in terms of the:

• employee turnover

• number of products manufactured

• potential sales

• number of customer complaints

Multiple Choice

Managers should always ensure that employees:

• focus on attracting new customers rather than retaining current customers

• communicate the internal problems of the organization to customers

• are given assignments that tie in directly with the ultimate purpose or mission and overall values or beliefs of the organization.

• focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.

Multiple Choice

Emma is the manager of a small beauty salon. She deals with different kinds of customers and has to ensure that the customer needs are identified and satisfied. To develop an effective customer service, she should:

• always use "they" language when dealing with customers and hide behind "company policy" when handling customer problems.

• continually strive to gain new knowledge and skills and deliver the level of service equal to that offered by established salons.

• focus on taking a one-time service or sales opportunity approach instead of developing an ongoing relationship with customers.

• exclude the information collected from customer feedback surveys when measuring the service performance of her salon.

Multiple Choice

Retail and service organizations should:

• focus on attracting new customers instead of trying to retain current customers

• communicate their internal problems to customers

• establish policies and procedures that are flexible

• respond to customer complaints using "company policy" as an excuse

Multiple Choice

Which of the following approaches helps companies develop an effective organizational culture?

• Companies should recognize, appreciate, and regularly reward the performance of their employees.

• Companies should always view customers from the standpoint of what company products or services they use.

• Companies should develop mission statements that are completely different from the vision statement.

• Companies should ensure that employee roles are contrary to the overall values or beliefs of the organization.

Multiple Choice

_____ is used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization.

• Micromanagement

• Empowerment

• Centralization

• Totalitarianism