Question 1

________ is not an acceptable part of a process for delivering exceptional customer service.

Accepted Answer

A) Resolving the customer's issue in a timely fashion 
B) Assuring the customer that the problem is being resolved 
C) Locating and assigning blame for the problem 
A) Resolving the customer's issue in a timely fashion 
B) Assuring the customer that the problem is being resolved 
C) Locating and assigning blame for the problem C

Question 2

There are many technologies that can help deliver customer service.Choose three of the technologies discussed in the chapter.Explain the nature of the technology and its potential advantages and disadvantages in customer service applications.

Accepted Answer

The technologies are:
Telephone-Related Technologies
F1F1F1S1F1F1F10F1F1F1S1F1F1F10Interactive voice response (IVR)
F1F1F1S1F1F1F10F1F1F1S1F1F1F10Intelligent call routing
F1F1F1S1F1F1F10F1F1F1S1F1F1F10Call recording
F1F1F1S1F1F1F10F1F1F1S1F1F1F10Help desk/problem-tracking software
Website Technologies
F1F1F1S1F1F1F10F1F1F1S1F1F1F10Email response management systems (ERMS)
F1F1F1S1F1F1F10F1F1F1S1F1F1F10Embedded service modules
F1F1F1S1F1F1F10F1F1F1S1F1F1F10 Mobile applications
F1F1F1S1F1F1F10F1F1F1S1F1F1F10Agent technology
There are other more specific technologies like eticketing that are mentioned throughout the chapter.It might be good to ask students to give an example of each as used by some company with which they are familiar.

Question 3

Some market segments, including affluents, are willing to spend more with a business that provides good customer service.

Accepted Answer

A) True 
 B)False  True

Question 4

Which of the following is not a way that consumers expect to access a firm for customer service and support issues?

Accepted Answer

A) Contacting a telephone call center 
B) Contacting the business by e-mail 
C) Reading the product manual 
A) Contacting a telephone call center 
B) Contacting the business by e-mail 
C) Reading the product manual

Question 5

Customer experience is one element of customer service programs.

Accepted Answer

A) True 
 B)False

Question 6

The responsibility for customer service resides only in the customer service department.

Accepted Answer

A) True 
 B)False

Question 7

Consumers prefer self service when:

Accepted Answer

A) it has nothing to do with technology. 
B) when it works properly to meet their needs. 
C) when there are no other reasonable alternatives. 
A) it has nothing to do with technology. 
B) when it works properly to meet their needs. 
C) when there are no other reasonable alternatives.

Question 8

Which of the following is a true statement about customer service at Eddie Bauer?

Accepted Answer

A) It is successful because of ties to its retail stores. 
B) Customer service was a principle espoused by the original founder. 
C) There was a successful customer service initiative when it first built its website. 
A) It is successful because of ties to its retail stores. 
B) Customer service was a principle espoused by the original founder. 
C) There was a successful customer service initiative when it first built its website.

Question 9

The text asserts that being able to deliver exceptional customer service can produce a sustainable competitive advantage.Discuss whether you agree or disagree with this statement, providing as much support as possible for your position.

Accepted Answer

The basis for this statement is repeated

Question 10

Customer service has improved in recent years because of technology in general and the Internet in particular.

Accepted Answer

A) True 
 B)False

Question 11

Differentiated customer service should be based on a careful analysis of customer lifetime value segments.

Accepted Answer

A) True 
 B)False

Question 12

Benefits of online provision of service in applications such as government agencies include:

Accepted Answer

A) being able to focus on customers with difficult problems. 
B) reducing the volume of calls and emails. 
C) both of the above. 
A) being able to focus on customers with difficult problems. 
B) reducing the volume of calls and emails. 
C) both of the above.

Question 13

________ represents the final stage in the evolution of customer services practices within an enterprise.

Accepted Answer

A) Moving some customer service activities to the web 
B) Anticipating and delivering service and support before the customer recognizes the need 
C) Providing live customer service 
A) Moving some customer service activities to the web 
B) Anticipating and delivering service and support before the customer recognizes the need 
C) Providing live customer service

Question 14

Among the benefits that exceptional customer service confers on enterprises that can deliver it are:

Accepted Answer

A) elimination of the need for measuring customer satisfaction. 
B) sustainable competitive advantage. 
C) decreased cost of customer acquisition. 
A) elimination of the need for measuring customer satisfaction. 
B) sustainable competitive advantage. 
C) decreased cost of customer acquisition.

Question 15

It is important to provide customers with multiple channels for obtaining customer service that ends with a live person if the situation warrants.

Accepted Answer

A) True 
 B)False

Question 16

Steps in developing a strategic customer care program include:

Accepted Answer

A) segmentation analysis of the customer base. 
B) outsourcing parts of the customer care program. 
C) moving to service delivered entirely by human agents. 
A) segmentation analysis of the customer base. 
B) outsourcing parts of the customer care program. 
C) moving to service delivered entirely by human agents.

Question 17

When they see the need, enterprises like British Airways can quickly develop a strong customer service program.

Accepted Answer

A) True 
 B)False

Question 18

One thing customers want from customer service is to be treated with dignity.

Accepted Answer

A) True 
 B)False

Question 19

True statements about the financial importance of customer service include:

Accepted Answer

A) it is not possible to measure business losses due to poor customer service. 
B) customers who have problems are unlikely to repurchase, whether their problem is resolved or not. 
C) businesses around the world lose millions of dollars in business each year as the result of poor customer service. 
A) it is not possible to measure business losses due to poor customer service. 
B) customers who have problems are unlikely to repurchase, whether their problem is resolved or not. 
C) businesses around the world lose millions of dollars in business each year as the result of poor customer service.

Question 20

________ is the result of analysis and segmentation by customer value.

Accepted Answer

A) Proactive customer service 
B) Automated customer service 
C) Differentiated customer service 
A) Proactive customer service 
B) Automated customer service 
C) Differentiated customer service

________ is not an acceptable part of a process for delivering exceptional customer service.

There are many technologies that can help deliver customer service.Choose three of the technologies discussed in the chapter.Explain the nature of the technology and its potential advantages and disadvantages in customer service applications.

Some market segments, including affluents, are willing to spend more with a business that provides good customer service.

Which of the following is not a way that consumers expect to access a firm for customer service and support issues?

Customer experience is one element of customer service programs.

The responsibility for customer service resides only in the customer service department.

Consumers prefer self service when:

Which of the following is a true statement about customer service at Eddie Bauer?

The text asserts that being able to deliver exceptional customer service can produce a sustainable competitive advantage.Discuss whether you agree or disagree with this statement, providing as much support as possible for your position.

Customer service has improved in recent years because of technology in general and the Internet in particular.

Differentiated customer service should be based on a careful analysis of customer lifetime value segments.

Benefits of online provision of service in applications such as government agencies include:

________ represents the final stage in the evolution of customer services practices within an enterprise.

Among the benefits that exceptional customer service confers on enterprises that can deliver it are:

It is important to provide customers with multiple channels for obtaining customer service that ends with a live person if the situation warrants.

Steps in developing a strategic customer care program include:

When they see the need, enterprises like British Airways can quickly develop a strong customer service program.

One thing customers want from customer service is to be treated with dignity.

True statements about the financial importance of customer service include:

________ is the result of analysis and segmentation by customer value.

Internet Marketing As Part of the Marketing Communications Mix

The Internet Value Chain

Business Models and Strategies

The Direct Response and Database Foundations of Internet Marketing

Online Branding and Video Marketing

Display Advertising and Other Customer Acquisition Techniques

Email Marketing to Build Consumer and Business Relationships

Search Marketing: Seo and PPC

Social Media Marketing

Lead Generation and Conversion in B2B Markets

Customer Relationship Development and Retention Marketing

Developing and Maintaining Effective Websites

Measuring and Evaluating Web Marketing Programs

Social and Regulatory Issues: Privacy, Security, and Intellectual Property

Mobile Marketing and Related Developments

Filters

Exam 13: Customer Service and Support in Web Space

________ is not an acceptable part of a process for delivering exceptional customer service.

There are many technologies that can help deliver customer service.Choose three of the technologies discussed in the chapter.Explain the nature of the technology and its potential advantages and disadvantages in customer service applications.

Some market segments, including affluents, are willing to spend more with a business that provides good customer service.

Which of the following is not a way that consumers expect to access a firm for customer service and support issues?

Customer experience is one element of customer service programs.

The responsibility for customer service resides only in the customer service department.

Consumers prefer self service when:

Which of the following is a true statement about customer service at Eddie Bauer?

The text asserts that being able to deliver exceptional customer service can produce a sustainable competitive advantage.Discuss whether you agree or disagree with this statement, providing as much support as possible for your position.

Customer service has improved in recent years because of technology in general and the Internet in particular.

Differentiated customer service should be based on a careful analysis of customer lifetime value segments.

Benefits of online provision of service in applications such as government agencies include:

________ represents the final stage in the evolution of customer services practices within an enterprise.

Among the benefits that exceptional customer service confers on enterprises that can deliver it are:

It is important to provide customers with multiple channels for obtaining customer service that ends with a live person if the situation warrants.

Steps in developing a strategic customer care program include:

When they see the need, enterprises like British Airways can quickly develop a strong customer service program.

One thing customers want from customer service is to be treated with dignity.

True statements about the financial importance of customer service include:

________ is the result of analysis and segmentation by customer value.

Internet Marketing As Part of the Marketing Communications Mix

The Internet Value Chain

Business Models and Strategies

The Direct Response and Database Foundations of Internet Marketing

Online Branding and Video Marketing

Display Advertising and Other Customer Acquisition Techniques

Email Marketing to Build Consumer and Business Relationships

Search Marketing: Seo and PPC

Social Media Marketing

Lead Generation and Conversion in B2B Markets

Customer Relationship Development and Retention Marketing

Developing and Maintaining Effective Websites

Measuring and Evaluating Web Marketing Programs

Social and Regulatory Issues: Privacy, Security, and Intellectual Property

Mobile Marketing and Related Developments

Filters