Exam 13: Customer Service and Support in Web Space

Customers generally react unfavorably to self-service options.

Most customers prefer impersonal, self-service customer service channels.

Which of the following is a true statement about what consumers want compared to what they usually get in terms of customer service?

Market segments that are willing to spend more if customer service is good include:

Portakabin promises customers that it will:

One tool that can be used in building anticipatory customer service programs is:

Web-based delivery of customer service is flourishing in the government marketspace also.

Investment in customer service technologies should be made only after customer data has been collected and customer segments and their needs identified.

________ is one web-based technology for delivering customer service.

________ was among the techniques Harrah's Casinos used to improve customer service.

Which of the following is not a true statement about providing customer service in social media?

Providing excellent experience for customers requires:

________ is the most expensive of the customer service techniques listed below.

Anticipatory customer service means asking customers what services they need and then providing those services.

Cutting back on customer service is a good way to reduce costs.

Themes that recur frequently in the discussion of customer service include:

The only reason to deliver excellent customer service is to keep customers happy.