Question 1

When a customer calls a catalog order line to place an order, which type of teleservices is taking place?

Accepted Answer

A) An outbound call. 
B) A solicitation call. 
C) An inbound call. 
D) None of the above. 
A) An outbound call. 
B) A solicitation call. 
C) An inbound call. 
D) None of the above. C

Question 2

The Gallup organization telephones your home to inquire as to who you are considering voting for in the upcoming election.This type of call is considered a:

Accepted Answer

A) An outbound call. 
B) A solicitation call. 
C) An inbound call. 
D) None of the above. 
A) An outbound call. 
B) A solicitation call. 
C) An inbound call. 
D) None of the above. A

Question 3

Which of the following is not one of the emerging technologies being used to better serve customers today?

Accepted Answer

A) Internet 
B) 1-800 numbers 
C) Face-to-face encounters 
D) Call centers 
A) Internet 
B) 1-800 numbers 
C) Face-to-face encounters 
D) Call centers C

Question 4

Discuss how many times you have called a 1-800 number in the last year and your expectations of the experience.

Accepted Answer

In the last year, I have called a 1-800

Question 5

What are three things that customers will expect from customer service providers as we enter the 21st century?

Accepted Answer

Availabili

Question 6

Describe some of the ways that customer service offerings are changing.

Accepted Answer

1-800 numbers are common pract

Question 7

Explain the difference between inbound calls and outbound calls.

Accepted Answer

Inbound calls origin

Question 8

With numerous organizations using technologies to offer enhanced customer service. Which of the following will be one of the defining areas of success or failure for service providers?

Accepted Answer

A) type of product 
B) customer loyalty 
C) detail of paper work 
D) attitude of service provider 
A) type of product 
B) customer loyalty 
C) detail of paper work 
D) attitude of service provider

Question 9

Which of the following characteristics would indicate the ability to do well in a customer service call center?

Accepted Answer

A) excellent telephone skills 
B) strong computer skills or aptitude 
C) ability to handle stress 
D) all of the above 
A) excellent telephone skills 
B) strong computer skills or aptitude 
C) ability to handle stress 
D) all of the above

Question 10

Review the steps to prepare to greet new technologies with an open mind and discuss your own reaction to the introduction of new technologies.

Accepted Answer

Prepare your staff
Train supervisors and

When a customer calls a catalog order line to place an order, which type of teleservices is taking place?

The Gallup organization telephones your home to inquire as to who you are considering voting for in the upcoming election.This type of call is considered a:

Which of the following is not one of the emerging technologies being used to better serve customers today?

Discuss how many times you have called a 1-800 number in the last year and your expectations of the experience.

What are three things that customers will expect from customer service providers as we enter the 21^st century?

Describe some of the ways that customer service offerings are changing.

Explain the difference between inbound calls and outbound calls.

With numerous organizations using technologies to offer enhanced customer service. Which of the following will be one of the defining areas of success or failure for service providers?

Which of the following characteristics would indicate the ability to do well in a customer service call center?

Review the steps to prepare to greet new technologies with an open mind and discuss your own reaction to the introduction of new technologies.

What Is Customer Service

The Challenges of Customer Service

Problem Solving

Strategy for Formulating a Plan for Success

Empowerment

Communications in Customer Service

Coping With Challenging Customers

Motivation

Leadership in Customer Service

Customer Retention and Measuring Satisfaction

Excellence in Customer Service

Filters

Exam 11: Technology and Customer Service

When a customer calls a catalog order line to place an order, which type of teleservices is taking place?

The Gallup organization telephones your home to inquire as to who you are considering voting for in the upcoming election.This type of call is considered a:

Which of the following is not one of the emerging technologies being used to better serve customers today?

Discuss how many times you have called a 1-800 number in the last year and your expectations of the experience.

What are three things that customers will expect from customer service providers as we enter the 21st century?

Describe some of the ways that customer service offerings are changing.

Explain the difference between inbound calls and outbound calls.

With numerous organizations using technologies to offer enhanced customer service. Which of the following will be one of the defining areas of success or failure for service providers?

Which of the following characteristics would indicate the ability to do well in a customer service call center?

Review the steps to prepare to greet new technologies with an open mind and discuss your own reaction to the introduction of new technologies.

What Is Customer Service

The Challenges of Customer Service

Problem Solving

Strategy for Formulating a Plan for Success

Empowerment

Communications in Customer Service

Coping With Challenging Customers

Motivation

Leadership in Customer Service

Customer Retention and Measuring Satisfaction

Excellence in Customer Service

Filters

What are three things that customers will expect from customer service providers as we enter the 21^st century?