Exam 10: Improving Customer Service:

When companies begin a social customer service program and are at the ad-hoc stage of development,what is the most important priority? Please select the best answer below.

Delta,Comcast and Dell continue to represent social customer service best practice companies.Please select true or false below.

According to research on social media and customer service conducted by SAP and Social Media Today,what percentage of companies are currently investing less than $50,000 in social customer care?

Forrester has found that 77% of U.S.online adults say that valuing their time is the most important thing a company can do to provide them with good service.Why are companies still slow to respond? Choose the best answer below:

Consumer expectations of brands continues to grow,as does the need for brands to create an experience for those consumers that is omni-channel.Why is this important? Choose the response below that most accurately defines why this is important:

When companies are at the formal stage of social customer service,what is the most important distinction between this and the other stages of development?

There are two primary incentives for companies to make the integration of digital/social channels into their customer care programs a reality.What are those two reasons?

According to data from Twitter,leading B2C companies are only responding to 20% of tweets directed at their customer service accounts.

There are three stages of social customer service and the majority of companies are still at the ad-hoc stage of customer service.

According to the White House Office of Consumer Affairs,for every customer who bothers to complain about your brand,26 other customers remain silent.