Deck 1: What Is Customer Service

Question 1

Twitter is a popular instant messaging system that lets a person send brief text messages up to 500 characters in length to a list of followers.

Answer 1

False

Question 2

The customer-centric service worldview means that business revolves around the global economic business environment.

Answer 2

False

Question 3

When it comes to social media for business, there is a one-size-fits-all strategy that any organization can follow.

Answer 3

False

Question 4

An easy-to-navigate website with on-demand 24/7 access to customer service representatives via chats, phone contact, or responsive e-mail communications is an example of a positive customer point of contact.

Question 5

A common thread linking all definitions of social media is a blending of technology and social interaction that creates a new level of value for both an organization and the customers it serves.

Question 6

In companies where internal customers are often ignored or taken for granted, productivity is compromised and workflow suffers.

Question 7

According to the Bureau of Labor Statistics, there is not a high demand for service-related jobs.

Question 8

A service culture comprises the things that make a business distinctive and make the people who work there proud to do so.

Question 9

Even though every customer is unique, they all expect

A) a quality product.
B) reliable timely service.
C) reasonable prices.
D) all of the above.

Question 10

Online social communications and digital technologies have changed the way people seek out services and products and choose to shop.

Question 11

Social data consists of information about an individual's relationship to other people, groups, events, things, and concepts.

Question 12

The definition of customer service has changed because of social applications such as Facebook, Twitter, and blogs.

Question 13

A tiered service system is a concept that understands customer service to be fundamentally inter-related with a customer's actual or potential value as a consumer.

Question 14

Customer service means the same things to most people.

Question 15

Customer service is the process of satisfying the customer, relative to a product or service, in whatever way the customer defines his or her need, and having that service delivered with efficiency, compassion, and sensitivity.

Question 16

Customers today demand service that is

A) good.
B) great.
C) exceptional.
D) good enough.

Question 17

The social media process a business chooses to use depends on its ability to respond to consumers quickly and with the most accurate and relevant information.

Question 18

The reasons consumers buy vary considerably, but they typically stem from basic needs that each of us has, such as the need to feel welcome, to be understood, and to be treated fairly.

Question 19

The acronym CSR refers to

A) community service representative.
B) customer service representative.
C) consumer situation referral.
D) commodity service representative.

Question 20

The Internet, mobile/wireless technologies, and social networks have created challenges for service providers because they have influenced an unparalleled shift in the balance of power from companies to their customers.

Question 21

"Our customers are #1" is an example of a

A) service motto.
B) service statement.
C) service advertisement.
D) service goal.

Question 22

Which of the following customer service media is not considered a "listening tool" in use on the Internet?

A) an e-mail message
B) Twitter
C) Facebook
D) a blog

Question 23

Persons or organizations that purchase and use a company's products and services are called

A) important customers.
B) external customers.
C) participating customers.
D) internal customers.

Question 24

An example of a customer contact point is

A) in person.
B) on the phone.
C) online.
D) all of the above.

Question 25

A collection of demographic information that explains who the customers are and what they want in terms of service is called a

A) customer database.
B) customer file.
C) customer profile.
D) customer identifier.