Question 1

Which of the following statements about call centers in the United States is true?

Accepted Answer

A)  Call center functions have largely been returned to the U.S. from countries like India and Mexico. 
B)  Call center functions have largely been brought back in-house from third-party companies that specialize in call center operations. 
C)  There has been some shrinkage in the number and size of call centers due to the rise in self-service web or speech recognition technologies. 
D)  Call centers have replaced instant messaging as the technology of choice for resolving the complaints of younger customers. 
A)  Call center functions have largely been returned to the U.S. from countries like India and Mexico. 
B)  Call center functions have largely been brought back in-house from third-party companies that specialize in call center operations. 
C)  There has been some shrinkage in the number and size of call centers due to the rise in self-service web or speech recognition technologies. 
D)  Call centers have replaced instant messaging as the technology of choice for resolving the complaints of younger customers.

Question 2

Telephone tag results in a loss of efficiency, money, and, in some cases, customers.

Accepted Answer

A) True 
 B)False

Question 3

________ allows someone browsing the Internet to click on words or phrases, enter his or her phone number, and continue browsing.

Accepted Answer

A)  Internet callback technology 
B)  Internet telephony 
C)  Media blending 
D)  Predictive dialing system 
A)  Internet callback technology 
B)  Internet telephony 
C)  Media blending 
D)  Predictive dialing system

Question 4

A(n) ________ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

Accepted Answer

A)  electronic mail system 
B)  screen pop-up 
C)  facsimile system 
D)  interactive kiosk 
A)  electronic mail system 
B)  screen pop-up 
C)  facsimile system 
D)  interactive kiosk

Question 5

Which of the following benefits does technology bring to employees?

Accepted Answer

A)  It reduces staff costs and overhead. 
B)  It frees them from mundane tasks. 
C)  It frees them from reassignment or dismissal. 
D)  It reduces their stress levels. 
A)  It reduces staff costs and overhead. 
B)  It frees them from mundane tasks. 
C)  It frees them from reassignment or dismissal. 
D)  It reduces their stress levels.

Question 6

Which of the following is a function of customer relationship management software?

Accepted Answer

A)  Call quality monitoring and recording. 
B)  Coordinated transfer, where a caller can be passed to another representative along with the data populated on a service representative's computer screen. 
C)  Representative/agent state control. 
D)  Automatically maintain a detailed audit history on customer accounts, transactions, and individual events. 
A)  Call quality monitoring and recording. 
B)  Coordinated transfer, where a caller can be passed to another representative along with the data populated on a service representative's computer screen. 
C)  Representative/agent state control. 
D)  Automatically maintain a detailed audit history on customer accounts, transactions, and individual events.

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

Almost ________ of households in the Americas and half of those globally were connected to the Internet by the end of 2016.

Accepted Answer

A)  half 
B)  two-thirds 
C)  one-third 
D)  one-fifth 
A)  half 
B)  two-thirds 
C)  one-third 
D)  one-fifth

Question 9

When you fail to use good grammar in your communication, you may be perceived as lazy or uneducated.

Accepted Answer

A) True 
 B)False

Question 10

What is a potential disadvantage of technology for an employee?

Accepted Answer

A)  It increases staff costs. 
B)  It increases the number of mundane tasks. 
C)  It increases the overhead related to employees. 
D)  It increases the risk of reassignment or dismissal. 
A)  It increases staff costs. 
B)  It increases the number of mundane tasks. 
C)  It increases the overhead related to employees. 
D)  It increases the risk of reassignment or dismissal.

Question 11

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

A) True 
 B)False

Question 12

________ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages.

Accepted Answer

A)  Robocalling 
B)  Blogging 
C)  Spamming 
D)  Media blending 
A)  Robocalling 
B)  Blogging 
C)  Spamming 
D)  Media blending

Question 13

At a help desk, service providers are trained to assist customers with questions and problems.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

Accepted Answer

A)  Address customers using their first name irrespective of their consent. 
B)  Always ask open-end questions to clarify or verify information. 
C)  Always answer a phone call by the third or fourth ring. 
D)  Multitask while attending to customers on the telephone to save time. 
A)  Address customers using their first name irrespective of their consent. 
B)  Always ask open-end questions to clarify or verify information. 
C)  Always answer a phone call by the third or fourth ring. 
D)  Multitask while attending to customers on the telephone to save time.

Question 15

Millennials and younger consumers are the primary age groups tapping into technology.

Accepted Answer

A) True 
 B)False

Which of the following statements about call centers in the United States is true?

Telephone tag results in a loss of efficiency, money, and, in some cases, customers.

________ allows someone browsing the Internet to click on words or phrases, enter his or her phone number, and continue browsing.

A(n) ________ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

Which of the following benefits does technology bring to employees?

Which of the following is a function of customer relationship management software?

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

Almost ________ of households in the Americas and half of those globally were connected to the Internet by the end of 2016.

When you fail to use good grammar in your communication, you may be perceived as lazy or uneducated.

What is a potential disadvantage of technology for an employee?

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

________ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages.

At a help desk, service providers are trained to assist customers with questions and problems.

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

Millennials and younger consumers are the primary age groups tapping into technology.

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Encouraging Customer Loyalty

Filters

Exam 9: Customer Service Via Technology

Which of the following statements about call centers in the United States is true?

Telephone tag results in a loss of efficiency, money, and, in some cases, customers.

________ allows someone browsing the Internet to click on words or phrases, enter his or her phone number, and continue browsing.

A(n) ________ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

Which of the following benefits does technology bring to employees?

Which of the following is a function of customer relationship management software?

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

Almost ________ of households in the Americas and half of those globally were connected to the Internet by the end of 2016.

When you fail to use good grammar in your communication, you may be perceived as lazy or uneducated.

What is a potential disadvantage of technology for an employee?

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

________ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages.

At a help desk, service providers are trained to assist customers with questions and problems.

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

Millennials and younger consumers are the primary age groups tapping into technology.

The Word of Customer Service

Contributing to the Service Culture

Verbal Communication Skills

Nonverbal Communication Skills

Listening to the Customer

Customer Service and Behavior

Service Breakdowns and Service Recovery

Customer Service in a Diverse World

Encouraging Customer Loyalty

Filters