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1.
(p. 6)
The goals of providing customer service are similar despite the differences between
organizations in their focus.
2.
(p. 6)
Customer service is the ability of knowledgeable and capable employees to deliver
products to their external and internal customers.
3.
(p. 7)
The ultimate goal of customer relationship management is customer loyalty.
4.
(p. 7)
Internet service providers are an example of organizations that provides, both, products
and services.
5.
(p. 8)
According to the Census Bureau and the Bureau of Labor Statistics, state and local
governments are classified as the service sector while the federal government isn't.
6.
(p. 8)
A manufacturer of consumer electronics, wanting to reduce costs, relocates his production
facility to a rural location. This is an example of a cottage industry.
7.
(p. 9)
Organizations such as the International Council of Customer Service Organizations
(ICCSO) work to help develop and promote service and professional excellence standards
throughout the world.
8.
(p. 10)
According to the U.S. Bureau of Labor Statistics, the long-term shift from goods-producing
to service-producing employment is expected to decline.
9.
(p. 12)
Rapid growth in construction is likely to increase the overall employment in goods-
producing industries.
10.
(p. 14)
Employees who work from their homes or satellite locations are considered to be
telecommuting.
11.
(p. 15)
Workers employed in professional and business services, in financial activities, and in
education and health services are least likely to work at home.
12.
(p. 15)
Instant messaging refers to a form of Internet communication where users can transmit
text messages or chat in real-time via the Internet to one or more people.
13.
(p. 19)
The number of women in the workforce is projected to decrease from about 43 percent in
the year 2000 to 39 percent by the year 2020.
14.
(p. 20)
The Norris-La Guardia Act allocated $7 billion toward upgrading and expanding broadband
access nationwide in order to provide access to rural areas and increase Internet capacity in
schools, libraries, public safety offices, and other community buildings.
15.
(p. 21)
Offshoring refers to the practice of contracting with third-party companies outside the
organization.
16.
(p. 21)
Deregulation is the removal of government restrictions on an industry.
17.
(p. 28)
After the recession, economic reports are now indicating that people have begun to shift
from a "cutting back" mentality to a slightly more optimistic "cautious spending" approach.
18.
(p. 29)
Customer service professionals need to be abreast of current organizational policies and
procedures.
19.
(p. 30)
Customer satisfaction is the feelings of a person whose needs have been met by an
organization.
20.
(p. 31)
The customer is a key component of the customer service environment that is directly
under the control of the service provider and staff.
21.
(p. 32)
External customers are the ones who actively seek out; research; and buy, rent or lease
products or services offered by the organization.
22.
(p. 33)
Motivated and competent workers, planning, policy, and procedure change or system
adaptation will have a positive impact on customer service.
23.
(p. 35)
Older workers are more likely than younger workers to be short-tenured employees.
24.
(p. 37)
Learning organizations are businesses that use knowledge as a basis for competitive
advantage.
1-13
25.
(p. 37)
In a learning organization, learning from mistakes and adapting accordingly is crucial.
Multiple Choice Questions
26.
(p. 6)
The ability of knowledgeable, capable, and enthusiastic employees to deliver products and
services to their internal and external clients in a manner that satisfies identified and unidentified
needs and ultimately results in positive word-of-mouth publicity and return business is called
____.
27.
(p. 7)
Analog Corp., a multinational software company, spends time and takes efforts to satisfy
its clients by identifying their needs and establishing policies and procedures to support
excellence in service delivery. In this case, Analog Corp. is most likely to be a(n) _____.
28.
(p. 8)
According to the Census Bureau and the Bureau of Labor Statistics, wholesale trade, retail
trade, finance, insurance and the federal government are examples of the ____.
