MOOC Technology and Customer Service Quiz

Which is not the inbound call?

• Customer's complaint

• Telemarketing

• Customer's inquiry

• Customer's technical assistance

What is the first step for customers to find information about certain products?

• Visiting the company's physical store

• Asking friends and family for recommendations

• Searching through the Internet

• Reading newspaper advertisements

Customers expect _____ from service providers in the 21st century.

• Affordability, exclusivity, flexibility

• Speed, efficiency, innovation

• Availability, accessibility, accountability

• Quality, reliability, sustainability

According to the text, the first step to embrace new technologies is to _____

• Train supervisors and team leaders first

• Develop a group of 'change champions'

• Resist the temptation to complain

• Prepare your staff

What are the two types of calls in teleselling?

• Cold calls and warm calls

• Inbound calls and outbound calls

• Lead generation calls and follow-up calls

• Sales calls and customer service calls

One of the additional web-based services mentioned in the text is _____.

• Online dating

• Online gaming

• Online bill payment

• Online banking

According to the text, the purpose of online tutorials is _____.

• To provide entertainment for customers

• To offer expanded training programs and operating instructions

• To promote new products and services

• To conduct market research

What is the benefit of webinars mentioned in the text?

• To offer expanded training programs

• To provide technical assistance to customers

• To reduce travel expenses for participants

• To increase advertising revenue

What is the purpose of technical assistance mentioned in the text?

• To provide customer support and guidance

• To conduct market research

• To promote new products and services

• To handle customer complaints

What is the advantage of using e-mail for companies according to the text?

• To reduce the need for paper and shorten communication time

• To complicate the communication process

• To lengthen the time spent in communication

• To increase paper usage