Customer Service and Service Culture

The concept of customer service evolved from the practice of selling wares in small general stores, off the back of wagons, or out of the home.

• True

• False

One reason for the shift from a manufacturing to a customer service-dominated society is more stringent government regulations.

• True

• False

As more women have entered the workforce, the demand for personal services has increased.

• True

• False

Advances in technology have created a need for more employees in manufacturing businesses.

• True

• False

Quality customer service organizations seek to actively recruit, select, and train qualified people.

• True

• False

To determine whether delivery needs are being met, organizations must examine industry standards, customer expectations, capabilities, costs, and current and projected requirements.

• True

• False

There are two customer types with which service representatives must interact.

• True

• False

An organization's "culture" is what the customer experiences.

• True

• False

Service cultures include such things as policies and procedures.

• True

• False

To remain competitive, organizations must continually monitor and evaluate their systems.

• True

• False