Exam 4: Customer Service Strategy

Businesses typically have three levels of management--top, middle, and lower or supervisory.

Customer Service Life Cycle (CSLC) is a concept that encourages companies to think in terms of differentiated involvement with the customer during distinct stages of use of a product.

A business strategy that integrates the functions of sales, marketing, and customer service, using technology and massive databases of information is called

The SWOT analysis begins with specifying the strengths of the business venture or project.

A formal review of a business organization's strengths, weaknesses, opportuniites, and threats that ultimately contributes to a comprehensive strategic plan is called a

Hiring the best people, providing a quality management team for support, ensuring transparent communications throughout the organization, and consistently monitoring service policies and procedures describes a strong service

Statements of how the service objectives will be achieved and the methods employed to achieve those objectives are called

At the heart of CRM implementation is the careful acquisition and secure storage of information about each customer, as well as the analysis, sharing, and tracking of this knowledge.

Implementing a customer service strategy means putting the right people in place who are trained in the latest communication devices and digital technologies.

It is an unprofessional customer service strategy to encourage and reward the core group of customers who are often responsible for a large percentage of sales.

Most employers realize that essential service skills and attitude can be taught.

Shifts in consumer tastes away from the company's products and the emergence of substitute products are examples of

The 80/20 Rule notes that twenty percent of something is often responsible for eighty percent of the results.

Characteristics that place the organization at a disadvantage relative to others are termed

In a business-model sense, many organizations consider customers strategic assets.

It is common for customers to look for companies with solid reputations that are supported by a well-designed customer service strategy and infrastructure.

The process of extracting patterns from data located in the data warehouse is called

Supervisors make daily decisions that ensure specific jobs are performed that meet the organization's objectives.

A college dean or department head is an example of which management level?

To have all interactions with a customer recorded in one place and readily accessible to employees on a need-to-know basis when serving customers in marketing, sales, and support activities is called