Question 1

How can businesses use customer service to their advantage?

Accepted Answer

Customer service is the consistent performance of activities or services for the purpose of ensuring customer satisfaction. Customer satisfaction occurs when the customer's wants and needs are met and when the customer feels valued by the organization. Making customers feel valued instills the feeling that their business is appreciated, that they will be treated with respect, and that their business will receive conscientious attention.
An excellent customer-service reputation can become the feature that gives your organization a competitive edge in the marketplace. In a highly competitive world, outstanding customer service helps you retain your current customers and attract new ones. Outstanding customer service also helps develop a reputation that encourages people to do business with you. Satisfied customers become loyal customers who continue to use your product or service, resulting in repeat business. Chief executive officers (CEOs) say it is easier to keep a customer than to attract a new one. In addition, organizations derive much of their new business through referrals.

Question 2

"Our society is going mobile." Explain what this statement means and describe what it means for companies and their websites? Provide three examples of customer service provided in our digital society.

Accepted Answer

A mobile society means that customers are using computer, laptops, tablets and smartphones to conduct much of their business. Customers want to conduct business when and where they are without being restricted to land lines. Companies and their websites must become "mobile friendly." If a customer is having trouble ordering through your website, the customer will decide that another website with the same product is only a click away. Examples of customer service provided in our digital society include:
• Advertising on social media.
• Companies use YouTube videos to train employees and help customers with problems such as minor product repair or assembly.
• Car dealerships provide live chat with a sales person about vehicle details.
• You can order pizza or other food from your phone, delivered to your home.
• DocuSign offers ways to sign official documents online.
• Ordering products online saves time and money.
• Real estate agents use FaceTime for the initial showing of property when distance separates the buyer and the property.
• Drone delivery of small items is being tested in some states.
• Online banking use continues to expand.
• Cell phone apps let customers lock or unlock doors, adjust thermostats, open or close garage doors, turn lights off or on, etc., from home or a remote location.
• Call an Uber using a phone app.

Question 3

Discuss a customer-focused organization's approach to customer service.

Accepted Answer

Customer service is a complex function that has many facets. Some people view customer service as a problem-solving function that comes into play only when there has been a complaint. In fact, customer service should be an ongoing function that allows employees to anticipate and prevent problems.
Employees at all levels should be trained to communicate with customers. They should be committed to being part of a customer-focused organization. A customer-focused organization makes customer service an ongoing function. Its approach is proactive in anticipating problems. If an organization satisfies its customers and is managed efficiently, profits should naturally follow.

Question 4

List at least five good customer-service practices that employees should be taught.

Accepted Answer

The answer of List at least five good customer-service practices...

Question 5

Which technologies can sales representatives use for note taking and other functions? Discuss the benefits of each.

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Question 6

How can employees give knowledgeable responses to customers' questions?

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Question 7

Discuss some of the basic procedures that you as an employee must be familiar with when meeting the public.

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Question 8

Customer transactions handled by telephone require special consideration. Elaborate on this statement.

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The answer of Customer transactions handled by telephone require special...

Question 9

How can companies improve customer service by hosting websites?

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The answer of How can companies improve customer service by...

Question 10

Maintaining your air of helpfulness decreases a customer's resistance and establishes a basis for success. Provide some suggestions for dealing with customers who have a complaint or need to exchange an item. What are the implications of having customers not receive a satisfactory remedy to their problems or complaints?

Accepted Answer

The answer of Maintaining your air of helpfulness decreases a...

Question 11

Organizations derive much of their new business through _____, which are recommendations from satisfied customers.

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The answer of Organizations derive much of their new business...

Question 12

_____ is the consistent performance of activities or services for the purpose of ensuring customer satisfaction.

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The answer of _____ is the consistent performance of activities...

Question 13

Our society is _____ which means that customers are using computers and smartphones to conduct much of their business.

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Question 14

A(n) _____ computer functions like a desktop computer but is small enough to be portable and may be battery-operated.

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Question 15

In the context of receiving the public, companies should maintain cautious reserve in speech. This is known as _____.

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Question 16

The _____ is a message-response system that automatically replies to e-mails in the employee's absence.

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Question 17

In a _____ organization customer service is an ongoing function and they use a proactive approach to anticipating problems.

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Question 18

A(n) _____ section on an organization's website takes customers to a screen with a preaddressed e-mail, which makes e-mailing the organization easier.

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Question 19

A(n) _____ function on a website assures customers that the products they have ordered have been purchased. It lists the tracking number, which enables the customers to follow their shipment as it makes its way to their office.

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Question 20

_____ PCs are small portable devices that are available with many different functions, such as an address book, a calendar, a calculator, and a note function.

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The answer of _____ PCs are small portable devices that...

Quiz 13: Communicating With Customers