Deck 11: Technology and Customer Service

Question 1

With numerous organizations using technologies to offer enhanced customer service. Which of the following will be one of the defining areas of success or failure for service providers?

A)type of product
B)customer loyalty
C)detail of paper work
D)attitude of service provider

Answer 1

B

Question 2

Explain the difference between inbound calls and outbound calls.

Answer 2

Inbound calls originate from the customer Outbound calls originate from the call center

Question 3

What are three things that customers will expect from customer service providers as we enter the 21st century?

Answer 3

Availability Accessibility Accountability

Question 4

Discuss how many times you have called a 1-800 number in the last year and your expectations of the experience.

Question 5

The Gallup organization telephones your home to inquire as to who you are considering voting for in the upcoming election.This type of call is considered a:

A)An outbound call.
B)A solicitation call.
C)An inbound call.
D)None of the above.

Question 6

Describe some of the ways that customer service offerings are changing.

Question 7

Which of the following characteristics would indicate the ability to do well in a customer service call center?

A)excellent telephone skills
B)strong computer skills or aptitude
C)ability to handle stress
D)all of the above

Question 8

Which of the following is not one of the emerging technologies being used to better serve customers today?

A)Internet
B)1-800 numbers
C)Face-to-face encounters
D)Call centers

Question 9

Review the steps to prepare to greet new technologies with an open mind and discuss your own reaction to the introduction of new technologies.

Question 10

When a customer calls a catalog order line to place an order, which type of teleservices is taking place?

A)An outbound call.
B)A solicitation call.
C)An inbound call.
D)None of the above.