Deck 1: The Word of Customer Service

Question 1

After the recession, economic reports are now indicating that people have begun to shift from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.

Answer 1

True

Question 2

The practice of telecommuting does not include people who are self-employed.

Answer 2

True

Question 3

The U.S. government has not made any effort to upgrade and expand broadband access nationwide since the late 1990s

Answer 3

False

Question 4

One trend in job development comes about from the need for employees to be able to have regular access to personal and professional networks and to engage in collaborative exchanges, which means more jobs are likely to develop in rural areas

Question 5

Customer satisfaction refers to the feelings of a person whose needs have been met by an organization.

Question 6

Instant messaging refers to a form of Internet communication where users can transmit text messages or chat in real-time via the Internet to one or more people.

Question 7

According to the U.S. Bureau of Labor Statistics, the long-term shift from goods-producing to service-producing employment is expected to decline.

Question 8

The customer is a key component of the customer service environment that is directly under the control of the service provider and staff.

Question 9

The development and increased sophistication of technology has led to an increase in manufacturing and blue-collar jobs.

Question 10

The ultimate goal of customer relationship management is customer loyalty.

Question 11

The goals of providing customer service are similar despite the differences between organizations in their focus.

Question 12

Internet service providers are an example of organizations that provide both products and services.

Question 13

Employees who work from their homes or satellite locations are considered to be telecommuting.

Question 14

According to the Census Bureau and the Bureau of Labor Statistics, state and local governments are classified as belonging to the service sector while the federal government isn't.

Question 15

Customer service is the ability of knowledgeable and capable employees to deliver products to their external and internal customers.

Question 16

Organizations such as the International Council of Customer Service Organizations (ICCSO) work to help develop and promote service and professional excellence standards throughout the world.

Question 17

Customer service professionals need to be abreast of current organizational policies and procedures.

Question 18

Offshoring refers to the practice of contracting with third-party companies outside the organization.

Question 19

A manufacturer of consumer electronics, wanting to reduce costs, relocates his production facility to a rural location. This is an example of a cottage industry.

Question 20

Deregulation is the removal of government restrictions on an industry.

Question 21

Analog Corp., a multinational software company, spends time and makes efforts to satisfy its clients by identifying their needs and establishing policies and procedures to support excellence in service delivery. In this case, Analog Corp. is most likely to be a(n) ________.

A) customer-focused organization
B) offshoring organization
C) cottage industry
D) outsourcing organization

Question 22

The term that applies to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization is ________.

A) offshoring
B) downsizing
C) networking
D) outsourcing

Question 23

Which of the following is a component of a customer service environment?

A) Technical know-how
B) Suppliers
C) Delivery systems
D) Management

Question 24

Which of the following statements is true of the impact of the economic recession on consumers' mindset?

A) A majority of consumers have started to act on impulse and buy whatever they desire to buy.
B) Consumers have begun to reevaluate their paradigm or the way they look at products.
C) A large number of consumers are opting to buy rather than rent homes, cars, and clothes.
D) Consumers have begun to shift from a cautious spending approach to a cutting back mentality.

Question 25

Older workers are more likely than younger workers to be short-tenured employees.

Question 26

Service providers invest large amounts of money in training employees because ________.

A) they lose business and revenue if they do not meet the service expectations of customers
B) they are unaffected by the economic recession and massive job losses
C) a larger number of consumers are opting to buy rather than rent homes and cars
D) consumers act on impulse and purchase any product or service that they desire to buy

Question 27

Motivated and competent workers are the key to making a difference in customer service.

Question 28

According to the Census Bureau and the Bureau of Labor Statistics, wholesale trade, retail trade, finance, insurance, and the federal government are examples of the ________.

A) service sector
B) primary sector
C) public sector
D) private sector

Question 29

________ is the term applied to an ongoing trend of information, knowledge, and resource sharing around the world.

A) Networking
B) Telecommuting
C) Globalization
D) Deregulation

Question 30

During the early days of business growth, many sold or bartered products from their homes in what became known as ________.

A) outsourcing organizations
B) cottage industries
C) service industries
D) customer-focused organizations

Question 31

B2B stands for ________.

A) back-to-business
B) brand-to-brand
C) brokering-to-business
D) business-to-business

Question 32

RedAngle Corp. is a company that allows its employees to set up home offices and communicate electronically to its corporate office. This is an example of ________.

A) downsizing
B) outsourcing
C) telecommuting
D) offshoring

Question 33

________ refers to the relocation of business services by a company or organization from one country to another.

A) Offshoring
B) Insourcing
C) Deregulation
D) Outsourcing

Question 34

Which of the following countries is a part of the North American Free Trade Agreement (NAFTA)?

A) Mexico
B) Costa Rica
C) Bermuda
D) Greenland

Question 35

The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external clients in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business is called ________.

A) downsizing
B) networking
C) customer service
D) outsourcing

Question 36

Those who actively seek out, research, and buy, rent, or lease products or services offered by a business are its ________.

A) external customers
B) internal customers
C) investors
D) suppliers

Question 37

Which of the following statements best describes the term "e-commerce?"

A) It refers to an entire spectrum of companies that market products and services on the Internet and through other technology.
B) It is a trade agreement entered into by the United States, Canada, and Mexico to help eliminate barriers to trade.
C) It is a process by which employees are terminated or empty positions are left unfilled once someone leaves an organization.
D) It refers to the group of companies operated by the federal government that sells products free of cost.

Question 38

________ occurs when organizations decide to have its own employees assume functions and perform work instead of contracting out to third parties.

A) Insourcing
B) Deregulation
C) Outsourcing
D) Offshoring

Question 39

External customers are the ones who actively seek out; research; and buy, rent or lease products or services offered by the organization.

Question 40

In a learning organization, learning from mistakes and adapting accordingly is crucial.

Question 41

Distinguish between offshoring and outsourcing.

Question 42

Who among the following is an example of internal customers?

A) Vendors
B) Suppliers
C) Potential clients
D) Subordinates

Question 43

The ________ includes any element of an organization that a customer experiences.

A) human resource
B) organizational culture
C) service environment
D) service recovery

Question 44

The process of righting a wrong or correcting something that has gone wrong involving provision of a product to a client is called ________.

A) service recovery
B) delivery system
C) downsizing
D) deregulation

Question 45

Define the service sector and list a few industries that it covers.

Question 46

Who among the following is an example of external customers?

A) Subordinates
B) Suppliers
C) Coworkers
D) Security personnel

Question 47

Define e-commerce.

Question 48

The manner in which a company and its employees treat its customers when delivering the company's products or other deliverables is known as ________.

A) outsourcing
B) offshoring
C) service
D) training

Question 49

Explain the term "service recovery".

Question 50

Discuss the term "organizational culture".

Question 51

________ undertakes activities such as recruiting, selecting, training, and retaining qualified people.

A) Human resource
B) Customer relationship management
C) Service recovery
D) Organizational culture

Question 52

________ refer(s) to the products or services offered by an organization.

A) Outsourcing
B) Offshoring
C) Deliverables
D) Networking

Question 53

Employees of other departments or branches, coworkers, and other people who work within the same organization are ________

A) external customers
B) internal customers
C) online customers
D) current customers