The World of Customer Service

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 business.

• True

• False

Because of increasing income related to their employment, women often now have more disposable income as consumers that they did in the past.

• True

• False

As a result of deregulation in a variety of industries, competition has slowed.

• True

• False

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

• True

• False

Luckily, the worldwide recession had little impact on the service industry.

• True

• False

To determine whether delivery needs are being met, organizations must examine industry standards, customer expectations, capabilities, cost, 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