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.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

Help desk is a term used to describe a service provider trained and assigned to assist customers with questions, problems, or suggestions.

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.

Accepted Answer

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

Question 6

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

Accepted Answer

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.

Accepted Answer

One thing to remember is that a customer's reluctance to provide you with information is not necessarily a reflection on you or your service-providing peers; it is based more on a distrust in the system.

Question 8

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

Accepted Answer

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.

Accepted Answer

One key to effective website effectiveness is recognition and connections. People must know about the organization and be able to find its website in order to access information on it.

Question 10

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

Accepted Answer

With the high number of users, Internet usage is not just a Generation X or Generation Y tool. Consumers of all ages are using the Internet for many reasons.

Question 11

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

Accepted Answer

Lack of face-to-face contact with the customer is a potential disadvantage of telephone communication.

Question 12

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

Accepted Answer

Another important thing to remember about e-mail is that it is sometimes unreliable. Many people do not check their e-mail regularly, especially if they use free e-mail accounts offered by yahoo.com, gmail.com, google.com, and other companies.

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.

Accepted Answer

On the Internet, visitors do not know how many employees or buildings and how much money an organization has when they view a website. Information and services can be provided on demand to customers.

Question 14

A portable on-demand broadcast is called a podcast.

Accepted Answer

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.

Accepted Answer

Graphic images that are not needed to clarify written text waste the receiver's printer cartridge ink, tie up the machine unduly, and can irritate your receiver.

Question 16

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

Accepted Answer

In the past, operations that used technology were seen as labor-intensive (because of the need to maintain and operate equipment) and behind-the-scenes or "back-office" functions.

Question 17

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

Accepted Answer

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.

Accepted Answer

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.

Accepted Answer

Emoticons (emotional icons) 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.

Accepted Answer

Checking your message before sending an e-mail may help prevent damage to your professional image. This is especially true when writing customers because you are representing your organization.

Quiz 9: Customer Service Via Technology

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

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

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

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

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

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

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

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

A key to effective website effectiveness is recognition and connections.

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

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

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

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.

A portable on-demand broadcast is called a podcast.

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

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

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

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.

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

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