Question 1

Social data consists of information about an individual's relationship to other people, groups, events, things, and concepts.

Accepted Answer

A) True 
 B)False  True

Question 2

The reasons consumers buy vary considerably, but they typically stem from basic needs that each of us has, such as the need to feel welcome, to be understood, and to be treated fairly.

Accepted Answer

A) True 
 B)False  True

Question 3

In companies where internal customers are often ignored or taken for granted, productivity is compromised and workflow suffers.

Accepted Answer

A) True 
 B)False  True

Question 4

The acronym CSR refers to

Accepted Answer

A)  community service representative. 
B)  customer service representative. 
C)  consumer situation referral. 
D)  commodity service representative. 
A)  community service representative. 
B)  customer service representative. 
C)  consumer situation referral. 
D)  commodity service representative.

Question 5

According to the Bureau of Labor Statistics, there is not a high demand for service-related jobs.

Accepted Answer

A) True 
 B)False

Question 6

Even though every customer is unique, they all expect

Accepted Answer

A)  a quality product. 
B)  reliable timely service. 
C)  reasonable prices. 
D)  all of the above. 
A)  a quality product. 
B)  reliable timely service. 
C)  reasonable prices. 
D)  all of the above.

Question 7

"Our customers are #1" is an example of a

Accepted Answer

A)  service motto. 
B)  service statement. 
C)  service advertisement. 
D)  service goal. 
A)  service motto. 
B)  service statement. 
C)  service advertisement. 
D)  service goal.

Question 8

When it comes to social media for business, there is a one-size-fits-all strategy that any organization can follow.

Accepted Answer

A) True 
 B)False

Question 9

Persons or organizations that purchase and use a company's products and services are called

Accepted Answer

A)  important customers. 
B)  external customers. 
C)  participating customers. 
D)  internal customers. 
A)  important customers. 
B)  external customers. 
C)  participating customers. 
D)  internal customers.

Question 10

Customers today demand service that is

Accepted Answer

A)  good. 
B)  great. 
C)  exceptional. 
D)  good enough. 
A)  good. 
B)  great. 
C)  exceptional. 
D)  good enough.

Question 11

The Internet, mobile/wireless technologies, and social networks have created challenges for service providers because they have influenced an unparalleled shift in the balance of power from companies to their customers.

Accepted Answer

A) True 
 B)False

Question 12

The customer-centric service worldview means that business revolves around the global economic business environment.

Accepted Answer

A) True 
 B)False

Question 13

The definition of customer service has changed because of social applications such as Facebook, Twitter, and blogs.

Accepted Answer

A) True 
 B)False

Question 14

A service culture comprises the things that make a business distinctive and make the people who work there proud to do so.

Accepted Answer

A) True 
 B)False

Question 15

Customer service means the same things to most people.

Accepted Answer

A) True 
 B)False

Question 16

Online social communications and digital technologies have changed the way people seek out services and products and choose to shop.

Accepted Answer

A) True 
 B)False

Question 17

A collection of demographic information that explains who the customers are and what they want in terms of service is called a

Accepted Answer

A)  customer database. 
B)  customer file. 
C)  customer profile. 
D)  customer identifier. 
A)  customer database. 
B)  customer file. 
C)  customer profile. 
D)  customer identifier.

Question 18

A tiered service system is a concept that understands customer service to be fundamentally inter-related with a customer's actual or potential value as a consumer.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following customer service media is not considered a "listening tool" in use on the Internet?

Accepted Answer

A)  an e-mail message 
B)  Twitter 
C)  Facebook 
D)  a blog 
A)  an e-mail message 
B)  Twitter 
C)  Facebook 
D)  a blog

Question 20

An example of a customer contact point is

Accepted Answer

A)  in person. 
B)  on the phone. 
C)  online. 
D)  all of the above. 
A)  in person. 
B)  on the phone. 
C)  online. 
D)  all of the above.

Social data consists of information about an individual's relationship to other people, groups, events, things, and concepts.

The reasons consumers buy vary considerably, but they typically stem from basic needs that each of us has, such as the need to feel welcome, to be understood, and to be treated fairly.

In companies where internal customers are often ignored or taken for granted, productivity is compromised and workflow suffers.

The acronym CSR refers to

According to the Bureau of Labor Statistics, there is not a high demand for service-related jobs.

Even though every customer is unique, they all expect

"Our customers are #1" is an example of a

When it comes to social media for business, there is a one-size-fits-all strategy that any organization can follow.

Persons or organizations that purchase and use a company's products and services are called

Customers today demand service that is

The Internet, mobile/wireless technologies, and social networks have created challenges for service providers because they have influenced an unparalleled shift in the balance of power from companies to their customers.

The customer-centric service worldview means that business revolves around the global economic business environment.

The definition of customer service has changed because of social applications such as Facebook, Twitter, and blogs.

A service culture comprises the things that make a business distinctive and make the people who work there proud to do so.

Customer service means the same things to most people.

Online social communications and digital technologies have changed the way people seek out services and products and choose to shop.

A collection of demographic information that explains who the customers are and what they want in terms of service is called a

A tiered service system is a concept that understands customer service to be fundamentally inter-related with a customer's actual or potential value as a consumer.

Which of the following customer service media is not considered a "listening tool" in use on the Internet?

An example of a customer contact point is

The Global Customer

Exceptional Customer Service

Customer Service Strategy

Critical Workplace Skills

Problem Solving

Extreme Customers and Customer Retention

Managing Customer Service

Communication Essentials

Customer-Focused Listening

Nonverbal Communication, Dress, and Manners

Telephone and Digital Communication

Filters

Exam 1: What Is Customer Service

Social data consists of information about an individual's relationship to other people, groups, events, things, and concepts.

The reasons consumers buy vary considerably, but they typically stem from basic needs that each of us has, such as the need to feel welcome, to be understood, and to be treated fairly.

In companies where internal customers are often ignored or taken for granted, productivity is compromised and workflow suffers.

The acronym CSR refers to

According to the Bureau of Labor Statistics, there is not a high demand for service-related jobs.

Even though every customer is unique, they all expect

"Our customers are #1" is an example of a

When it comes to social media for business, there is a one-size-fits-all strategy that any organization can follow.

Persons or organizations that purchase and use a company's products and services are called

Customers today demand service that is

The Internet, mobile/wireless technologies, and social networks have created challenges for service providers because they have influenced an unparalleled shift in the balance of power from companies to their customers.

The customer-centric service worldview means that business revolves around the global economic business environment.

The definition of customer service has changed because of social applications such as Facebook, Twitter, and blogs.

A service culture comprises the things that make a business distinctive and make the people who work there proud to do so.

Customer service means the same things to most people.

Online social communications and digital technologies have changed the way people seek out services and products and choose to shop.

A collection of demographic information that explains who the customers are and what they want in terms of service is called a

A tiered service system is a concept that understands customer service to be fundamentally inter-related with a customer's actual or potential value as a consumer.

Which of the following customer service media is not considered a "listening tool" in use on the Internet?

An example of a customer contact point is

The Global Customer

Exceptional Customer Service

Customer Service Strategy

Critical Workplace Skills

Problem Solving

Extreme Customers and Customer Retention

Managing Customer Service

Communication Essentials

Customer-Focused Listening

Nonverbal Communication, Dress, and Manners

Telephone and Digital Communication

Filters