Deck 9: Customer Service Via Technology

Question 1

One factor that could help stimulate the growth of call centers is an increased demand by customers for technology-based ordering and service systems.

Answer 1

True
Explanation: One factor that could help stimulate the growth of call centers is an increased demand by customers for technology-based ordering and service systems.

Question 2

E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.

Answer 2

True
Explanation: E-mail was not originally intended to replace formal written correspondence, although many organizations now use it to send things like attached correspondence and receipts.

Question 3

While sending an e-mail,use the blind courtesy copies liberally.

Answer 3

True
Explanation: Most e-mail systems allow you to send a copy to someone without the original addressee knowing it (a blind courtesy copy, or bcc). If the recipient becomes aware of the bcc, your actions might be viewed as suspicious and your motives brought into question.

Question 4

A service provider trained to assist customers with questions,problems or suggestions is referred to as the help desk.

Question 5

Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.

Question 6

The e-mail system was designed as an inexpensive,quick way of communicating via the World Wide Web.

Question 7

A customer's reluctance to provide you with information is based more on a distrust on you or your service-providing peers.

Question 8

To say that technology has permeated almost every aspect of life in most developed countries would be an understatement.

Question 9

A key to effective website effectiveness is recognition and connections.

Question 10

With the high number of users,internet usage is considered a Generation X tool.

Question 11

One disadvantage of telephone communication is the lack of face-to-face contact with the customer.

Question 12

An important thing to remember about e-mail is that it is sometimes unreliable.

Question 13

On the Internet,it is relatively easy for customers to see how many employees,buildings or money a company has when they access a website.

Question 14

A portable on-demand broadcast is called a podcast.

Question 15

Include as much as graphics in a fax message in order to make the message look more pleasing to the receiver's eyes.

Question 16

The present operations that use technology are considered to be labor-intensive.

Question 17

Automated attendants provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

Question 18

The influence of technology-based applications is so significant in terms of dollars that the way that organizations do business using them has been labeled electronic commerce.

Question 19

Emoticons are the faces created through the use of computer keyboard characters.

Question 20

Most people find it satisfactory for messages to be sent without proofreading or spell checking them to save time.

Question 21

_____ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.

A) Automatic call distribution systems
B) Automated attendants
C) Interactive kiosks
D) Internet telephony

Question 22

Jargon,slang,and colloquialisms are friendly terms/phrases that make customers smile and should be used often.

Question 23

_____ allows someone browsing the Internet to click on words or phrases,enter his or her phone number,and continue browsing.

A) Internet call-back technology
B) Internet telephony
C) Media blending
D) Predictive dialing system

Question 24

_____ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

A) Internet telephony
B) Interactive kiosks
C) Instant messaging
D) Media blending

Question 25

A(n)_____ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

A) electronic mail
B) screen pop-up
C) facsimile system
D) interactive kiosk

Question 26

Which of the following is a function of the customer relationship management software?

A) Call quality monitoring and recording.
B) Coordinated transfer, where a caller can be passed to another representative along with the data populated on a service representative's computer screen.
C) Representative/agent state control.
D) Automatically maintain a detailed audit history on customer accounts, transactions and individual events.

Question 27

Which of the following is a function controlled by the computer telephony integration systems?

A) Generate event-related invoices and track payments.
B) Screen population of customer data when the customer answers the phone.
C) Automatically maintain a detailed audit history on customer accounts.
D) Automatically maintain a detailed audit history on customer transactions.

Question 28

Which of the following statements is true about an automated computer telephone interview?

A) It is built around an advanced interactive voice response technology along with voice broadcasting technology.
B) Customers are left with no option but to be interviewed by an automated process of questioning.
C) Customers are left with no option but to be interviewed by a representative of the organization.
D) It involves spamming to send unsolicited and indiscriminant bulk messages to various customers.

Question 29

Which of the following statements is true about social media?

A) It is considered to be the most expensive means of getting information out.
B) It is the least preferred medium of marketing for companies.
C) It always leaves a negative impact on the company's image since employees discuss their job, talk about issues, and vent their frustrations.
D) It provides a wealth of opportunity for companies that want to share their message about products and services with the world.

Question 30

_____ allows a system to recognize keywords or phrases from a caller.

A) Speech recognition
B) Screen pop-up
C) Voice over Internet Protocol
D) Digital display

Question 31

Eliminate distractions by not eating,drinking,chewing gum,talking to others or handling other tasks while on the phone.

Question 32

When you fail to use good grammar in your communications,you may be perceived as lazy or uneducated.

Question 33

A key to using voice mail effectively is to keep your outgoing message current and indicating your availability.

Question 34

Telephone tag results in a loss of efficiency,money,and,in some cases,customers.

Question 35

_____ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminant bulk messages.

A) Robocalling
B) Blogging
C) Spamming
D) Media blending

Question 36

Which of the following statements is true about the automatic number identification system?

A) It disregards the confidentiality clause
B) It is a time consuming process
C) It is pronounced as "Annie"
D) It uses an auto-dialer phone system

Question 37

_____ refers to the practice of contracting with third-party companies or vendors outside the organization to deliver products and services to customers or produce products.

A) Homeshoring
B) Outsourcing
C) Inshoring
D) Restructuring

Question 38

Which of the following statements best define offshoring?

A) It refers to the practice of contracting with third-party companies or vendors outside the organization to deliver products and services to customers or produce products.
B) It refers to a term used to describe a service provider trained and assigned to assist customers with questions, problems, or suggestions.
C) It refers to the relocation of business services from one country to another.
D) It refers to a system used to transmit messages around the Internet.

Question 39

_____ technology involves using hardware and software delivered over a network,such as the Internet.

A) Cloud computing
B) Online information fulfillment
C) Internet call-back
D) Voice over Internet Protocol

Question 40

Which of the following statements best define an automatic call distribution system?

A) It refers to a form of caller identification system similar to home telephone caller ID systems.
B) It refers to a system that integrates a representative's computer and phone to facilitate the automatic retrieval of customer records and other information needed to satisfy a customer's needs and requests.
C) It refers to a telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers.
D) It refers to a voice recognition computer mechanism that queries survey respondents with questions and stores their responses.

Question 41

Which of the following social networking websites enables users to send a message limited to 140 characters?

A) Pinterest
B) Youtube
C) Facebook
D) Twitter

Question 42

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

A) Address customers using their first name irrespective of their consent.
B) Always ask open-end questions to clarify or verify information.
C) Always answer a phone call by the third or fourth ring.
D) Multi-task while attending to customers on the telephone in order to save time.

Question 43

_____ are informational or discussion websites that contain articles or comments posted in reverse chronological format on the World Wide Web.

A) Podcasts
B) Wikis
C) Blogs
D) RSS feeds

Question 44

When delivering service face-to-face with a customer,you should:

A) address the customer using his or her first name and assume familiarity.
B) ask the caller to come visit the office for quicker service.
C) use jargon, slang, and colloquialisms to set a friendly mood.
D) speak clearly, smile frequently, and use correct grammar.

Question 45

List four advantages of telephone communication.

Question 46

What are the types of numbers that companies provide for their customers to call in to order,get information,or receive service?

Question 47

Which of the following is a tip to be adopted for creating a positive telephone image?

A) End the call abruptly since it is essential to respect the customer's time.
B) Use a canned or mechanical presentation to gain the customer's attention.
C) Adopt a flippant approach when the customer gets unreasonable.
D) Continually evaluate yourself since you are your own best critic.

Question 48

Which of the following strategies should be adopted to effectively use a voice mail?

A) Keep your outgoing message current
B) Refrain from making any sales presentation
C) Include a telephone tag to improve efficiency
D) Indicate the time the customer is required to call back

Question 49

Which of the following is a distinct advantage of using technology in organizations?

A) Information and services can be provided on demand to customers and a worldwide customer base can be developed.
B) By adopting superior technology, organizations do not face any challenges during a low-unemployment period.
C) With the advent of technology, employees are not required to be trained or retrained.
D) Staying on top of competition with technology is relatively inexpensive and cost-effective.

Question 50

Explain the usage of e-mail in today's context comparing against what it was originally designed for.

Question 51

List any five functions performed by the customer relationship management software.

Question 52

_____ is an electronic form of messaging between mobile,portable,or fixed devices over a telephone network.

A) Cloud computing
B) Texting
C) Media blending
D) Predictive dialing

Question 53

Which of the following benefits does technology bring to employees?

A) It reduces the staff costs and overheads.
B) It frees them from mundane tasks.
C) It frees them from reassignment or dismissal.
D) It reduces their stress levels.

Question 54

List any five approaches to help reassure your customers about security of your technology.

Question 55

What is the disadvantage of technology that negatively impacts an employee?

A) It increases staff costs.
B) It increases the number of mundane tasks.
C) It increases the overheads related to employees.
D) It increases the risk of reassignment or dismissal.