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.

Accepted Answer

Twitter is a social networking platform that allows users to post messages known as "tweets," but the character limit for a tweet is 280 characters, not 500.

Question 2

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

Accepted Answer

The customer-centric service worldview means that business revolves around the needs and wants of the customers, rather than solely focusing on the global economic business environment.

Question 3

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

Accepted Answer

There is no one-size-fits-all strategy when it comes to social media for business because every business has its unique goals, audience, and resources. A successful social media strategy requires careful planning and customization.

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.

Accepted Answer

This statement describes a positive customer point of contact because it highlights the importance of easy access to customer service representatives and responsive communication channels.

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.

Accepted Answer

All definitions of social media incorporate technology and social interaction to produce new value for both the company and its customers.

Question 6

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

Accepted Answer

Internal customers are just as important as external customers in terms of maintaining productivity and efficient workflow within a company. Neglecting them can lead to decreased morale and collaboration, ultimately impacting the overall success of the organization.

Question 7

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

Accepted Answer

According to the Bureau of Labor Statistics, service-related jobs such as healthcare and social assistance, food service, and personal care are among the fastest-growing occupations with high employment projections.

Question 8

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

Accepted Answer

A service culture is characterized by the unique aspects and values of a business that inspire a sense of pride and purpose in its employees.

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.

Accepted Answer

Every customer expects a combination of a quality product, reliable timely service, and reasonable prices. Providing all of these factors is crucial for satisfying customers and retaining their business.

Question 10

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

Accepted Answer

Online social communications and digital technologies have revolutionized the way people search for and purchase goods and services.

Question 11

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

Accepted Answer

Social data includes information about an individual's social connections and interactions with other people, groups, events, things, and concepts. This can include data on relationships, social activities, interests, demographics, and behavior, among other factors.

Question 12

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

Accepted Answer

The answer of The definition of customer service has changed...

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.

Accepted Answer

A tiered service system categorizes customers based on their value, allowing companies to provide differentiated levels of customer service based on the customer's importance to the business. This concept considers the lifetime value of a customer and prioritizes resources accordingly.

Question 14

Customer service means the same things to most people.

Accepted Answer

Customer service can vary in definition and importance depending on the individual and company. Some may prioritize quick resolutions while others may prioritize personalized interactions.

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.

Accepted Answer

Customer service is all about understanding and meeting the needs of the customer, and doing so in a way that is efficient and empathetic. It may involve resolving issues, answering questions, providing guidance, or simply listening to the customer and offering support. Ultimately, the goal is to create a positive experience that leaves the customer feeling satisfied and valued.

Question 16

Customers today demand service that is
A) good.
B) great.
C) exceptional.
D) good enough.

Accepted Answer

With the rise of competition in today's market, customers expect exceptional service as the minimum standard. Good or even great service may not be enough to stand out and retain customers.

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.

Accepted Answer

This statement is true. The social media process a business chooses to use should be based on their ability to respond to consumers quickly and accurately, in order to provide the best customer service and maintain positive relationships with their audience.

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.

Accepted Answer

This statement is true. Consumers may have additional wants and desires, but the underlying needs for hospitality, empathy, and fairness are often present in their buying decisions.

Question 19

The acronym CSR refers to
A) community service representative.
B) customer service representative.
C) consumer situation referral.
D) commodity service representative.

Accepted Answer

CSR typically stands for customer 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.

Accepted Answer

The Internet, mobile/wireless technologies, and social networks have given customers more information, choices, and options, which have shifted the balance of power from companies to customers. This has created challenges for service providers as they must adapt to these changes in order to remain competitive.

Quiz 1: What Is Customer Service