Customer Service via Technology

A customer service representative might also have one of the following job titles: associate, sales representative, consumer affairs counselor, consultant, technical service representative, operator, account executive, attendant, or engineer.

• True

• False

Businesses have not yet learned to harness the power of web-based and mobile technologies to serve their customers.

• True

• False

Many organizations think of technology as a means to reduce staff and save money.

• True

• False

One way to improve your image over the telephone is to evaluate your speech regularly.

• True

• False

Jargon, slang, and colloquialisms can distort message meaning.

• True

• False

Adjusting your rate of speech to mirror a customer's rate can aid comprehension.

• True

• False

Quoting policy is one way to ensure that customers understand why you cannot give them what they want.

• True

• False

To ensure that accurate communication has taken place, you should summarize key points at the end of a telephone conversation.

• True

• False

Chewing food and gum, drinking, or talking to others while on the telephone can be distracting, and you should avoid these practices.

• True

• False

Using voice mail to answer calls is an effective way to avoid interruptions while you are speaking to a customer.

• True

• False