Customer service involves all of the activities a firm engages in to sasify the needs and wants of its customers

Placing an order for a product on a company webpage counts as customer service.

The primary goal of customer satisfaction is to promote positivity.

Perceived value can be monetary or nonmonetary.

Transparency builds value as it allows customers to see current and future practices and policies so they feel informed.

Customer relationship marketing focuses primarily on bringing in new customers.

Allowing employees to feel empowered to make decisions and take action with customers hurts a company's image.

CRM focuses on getting new customers and keeping existing customers.

Stakeholder responsibility is something that stakeholders must worry about, not businesses.

Corporate social responsibility takes place across multiple aspects of a business.

Social is one of the four dimensions of corporate social responsibility.

Studies have shown that companies who are viewed as ethical have higher performance.

A company's corporate partners have an impact on how that company is viewed by customers.

Hershey helping to build small and growing food companies in West Africa are examples of what?

Establishing __________ or perceived benefits that a customer receives from a product is vital to satisfaction.

The obligation an organization has to those who can affect or are affected by a firms actions is known as _________

The obligation an organization has to maximize its positive impact and minimize its negative impact on a society is known as _______

Utilizing __________ requires focusing on attracting, maintaining and enhancing customer relationships.

All activity a firm engages in to satisfy a customers needs and wants is known as _______

Talking with a customer service rep is known as a _________ method of customer service

Ordering a product online is known as a _______ method of customer service.

A company is using ___________ when they are open and up front about their policies and procedures with their customers.

Allowing employees to have __________ and feel free to make decisions on how to work with customers is a strong part of customer service.

__________________ is the act of voluntarily donating profits or resources to charitable causes.

__________________ are the moral standards by which we expect businesses to operate.

It is important for businesses to choose their ___________ wisely, as they are needed to make the final product.

Those who can affect or be affected by a firms actions are known as __________.

How do you handle a difficult customer who comes into the store for help?

A key benefit from offering good customer service is ............

What is the main purpose of customer service?

Customer relationship management (CRM) focuses on the system for managing the company's relationships and interactions with customers and potential customers.

What are moral principles that governs behavior?

When a company contributes to society in a positive way, this is called

Which is NOT a good question to consider if you are deciding if something is ethical or unethical?

What is corporate responsibility.

5. Which ethical decision making criteria refers to the fairness and cultural values of the business?

CSR stands for

Which of the following is NOT a benefit of a business being socially responsible?

what are some types of CSR?

Corporate social responsibility is about responsibility to all stakeholders and not just the shareholders

Which of the following is not a group that is impacted by a positive customer service mindset?

Which of the following is not a benefit that a customer service mindset provides customers?

Interacting with a customer in your store is an example of ____ customer service

6. Discriminating against employees based on gender violates which PLUS criteria?

Customer relationship management is all about building, maintaining and ______ customer relationships.

Customers now look at the business as a whole, instead of having mixed feelings.

The goal of customer satisfaction is to promote

It is important to have ________ and make practices and policies available to customers.

Mistakes happen so businesses must determine how they will provide ______ after an error or mistake happens.

There are ____ tiers of corporate social responsibility.

Making sure your company is profitable is focusing on which tier of CSR?

Following laws that are passed focus on which tier of CSR?

Having an established code of ethics focuses on which tier of CSR?

Being a good corporate citizen focuses on which tier of CSR?

Donating profits is an example of ________

Requiring employees to donate their time and talents are an example of ________

Ethics can either help or destroy a business.

Businesses that work with another business to create a finish product are known as

8. Overworking and underpaying employees while maximizing profits would fail which test?