Question 1

If a company and its website is said to be "mobile friendly", people are referring to the company's generous free shipping policy.

Accepted Answer

A) True 
 B)False

Question 2

Catherine works as a receptionist at a library. A rare-books collector visits the library and asks Catherine if the library might be interested in buying his books. In this scenario, what is the best action for Catherine to take?

Accepted Answer

A)  She should ask to see the books and should provide a positive opinion about the books. 
B)  She should allow the visitor to directly meet the library owner without asking for permission. 
C)  She should reply that she cannot make decisions about purchases, but she will contact someone in the library who can. 
D)  She should provide complete information about the library's business and personnel to help the visitor assess the library's possible interest in buying the products. 
A)  She should ask to see the books and should provide a positive opinion about the books. 
B)  She should allow the visitor to directly meet the library owner without asking for permission. 
C)  She should reply that she cannot make decisions about purchases, but she will contact someone in the library who can. 
D)  She should provide complete information about the library's business and personnel to help the visitor assess the library's possible interest in buying the products.

Question 3

In the context of receiving the public, companies should maintain cautious reserve in speech. This is known as _____.

Accepted Answer

The answer of In the context of receiving the public,...

Question 4

"Our society is going mobile." Explain what this statement means and describe what it means for companies and their websites? Provide three examples of customer service provided in our digital society.

Accepted Answer

A mobile society means that customers ar

Question 5

It is advisable for you to make personal interpretations of your organization's customer-service policies and procedures, especially in situations with legal repercussions.

Accepted Answer

A) True 
 B)False

Question 6

How can companies improve customer service by hosting websites?

Accepted Answer

A website allows a customer to conduct b

Question 7

As a representative of an organization, a basic procedure for receiving a visitor is making conversation about the organization's business or personnel with the visitor.

Accepted Answer

A) True 
 B)False

Question 8

Customer service as a proactive function comes into play only when there has been a complaint.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following scenarios is the best example of indiscretion while interacting with customers?

Accepted Answer

A)  Jack, the receptionist at an office, apologizes to a visitor that the manager is late for the appointment, and offers the visitor coffee and magazines. 
B)  Janet, a receptionist at a doctor's clinic, informs a patient that the doctor is delayed in surgery and will be an hour late for the appointment. 
C)  Rebecca, a flight attendant, makes conversation with a passenger about the failing financial prospects of the airline. 
D)  Derek, the front desk executive at a hotel, tells a salesperson that he cannot make decisions about purchases but will contact someone who can. 
A)  Jack, the receptionist at an office, apologizes to a visitor that the manager is late for the appointment, and offers the visitor coffee and magazines. 
B)  Janet, a receptionist at a doctor's clinic, informs a patient that the doctor is delayed in surgery and will be an hour late for the appointment. 
C)  Rebecca, a flight attendant, makes conversation with a passenger about the failing financial prospects of the airline. 
D)  Derek, the front desk executive at a hotel, tells a salesperson that he cannot make decisions about purchases but will contact someone who can.

Question 10

In a business environment characterized by limited contact with external customers, an employee addressing a customer by name will cultivate a negative customer-service image.

Accepted Answer

A) True 
 B)False

Question 11

_____ PCs are small portable devices that are available with many different functions, such as an address book, a calendar, a calculator, and a note function.

Accepted Answer

The answer of _____ PCs are small portable devices that...

Question 12

Which of the following statements is NOT True with regard to customer complaints?

Accepted Answer

A)  The best way to curb customer complaints is to prevent them. 
B)  Top management must set the standards for good customer service throughout the organization. 
C)  If an organization tries really hard, it can completely eliminate customer dissatisfaction and complaints. 
D)  Employees should use their e-mail's auto-responder function when they are unavailable to answer customer e-mails. 
A)  The best way to curb customer complaints is to prevent them. 
B)  Top management must set the standards for good customer service throughout the organization. 
C)  If an organization tries really hard, it can completely eliminate customer dissatisfaction and complaints. 
D)  Employees should use their e-mail's auto-responder function when they are unavailable to answer customer e-mails.

Question 13

Our society is _____ which means that customers are using computers and smartphones to conduct much of their business.

Accepted Answer

The answer of Our society is _____ which means that...

Question 14

Which of the following statements about customer service is True?

Accepted Answer

A)  Customers must initiate the requirement that customer-service procedures be implemented throughout an organization. 
B)  An excellent customer-service reputation cannot give the organization a competitive edge in the marketplace. 
C)  Customer service is a problem-solving function that should exist only when a customer reports a problem. 
D)  Customer service will not receive the attention it deserves without the support of the organization's top management. 
A)  Customers must initiate the requirement that customer-service procedures be implemented throughout an organization. 
B)  An excellent customer-service reputation cannot give the organization a competitive edge in the marketplace. 
C)  Customer service is a problem-solving function that should exist only when a customer reports a problem. 
D)  Customer service will not receive the attention it deserves without the support of the organization's top management.

Question 15

A(n) _____ section on an organization's website takes customers to a screen with a preaddressed e-mail, which makes e-mailing the organization easier.

Accepted Answer

The answer of A(n) _____ section on an organization's website...

If a company and its website is said to be "mobile friendly", people are referring to the company's generous free shipping policy.

Catherine works as a receptionist at a library. A rare-books collector visits the library and asks Catherine if the library might be interested in buying his books. In this scenario, what is the best action for Catherine to take?

In the context of receiving the public, companies should maintain cautious reserve in speech. This is known as _____.

"Our society is going mobile." Explain what this statement means and describe what it means for companies and their websites? Provide three examples of customer service provided in our digital society.

It is advisable for you to make personal interpretations of your organization's customer-service policies and procedures, especially in situations with legal repercussions.

How can companies improve customer service by hosting websites?

As a representative of an organization, a basic procedure for receiving a visitor is making conversation about the organization's business or personnel with the visitor.

Customer service as a proactive function comes into play only when there has been a complaint.

Which of the following scenarios is the best example of indiscretion while interacting with customers?

In a business environment characterized by limited contact with external customers, an employee addressing a customer by name will cultivate a negative customer-service image.

_____ PCs are small portable devices that are available with many different functions, such as an address book, a calendar, a calculator, and a note function.

Which of the following statements is NOT True with regard to customer complaints?

Our society is _____ which means that customers are using computers and smartphones to conduct much of their business.

Which of the following statements about customer service is True?

A(n) _____ section on an organization's website takes customers to a screen with a preaddressed e-mail, which makes e-mailing the organization easier.

Communicating in Everyday Life

Interpreting Communication

Communicating Globally

Exploring Language Elements

Mastering Nouns and Pronouns

Expanding Language Skills

Applying the Mechanics of Style

Sharpening Writing Skills

Writing E-Mails, Memos, and Letters

Writing Specific Communications

Preparing and Writing Reports

Working With Technology

Developing Presentation Skills

Searching for Jobs

Interviewing and Employment Issues

Filters

Exam 13: Communicating With Customers

If a company and its website is said to be "mobile friendly", people are referring to the company's generous free shipping policy.

Catherine works as a receptionist at a library. A rare-books collector visits the library and asks Catherine if the library might be interested in buying his books. In this scenario, what is the best action for Catherine to take?

In the context of receiving the public, companies should maintain cautious reserve in speech. This is known as _____.

"Our society is going mobile." Explain what this statement means and describe what it means for companies and their websites? Provide three examples of customer service provided in our digital society.

It is advisable for you to make personal interpretations of your organization's customer-service policies and procedures, especially in situations with legal repercussions.

How can companies improve customer service by hosting websites?

As a representative of an organization, a basic procedure for receiving a visitor is making conversation about the organization's business or personnel with the visitor.

Customer service as a proactive function comes into play only when there has been a complaint.

Which of the following scenarios is the best example of indiscretion while interacting with customers?

In a business environment characterized by limited contact with external customers, an employee addressing a customer by name will cultivate a negative customer-service image.

_____ PCs are small portable devices that are available with many different functions, such as an address book, a calendar, a calculator, and a note function.

Which of the following statements is NOT True with regard to customer complaints?

Our society is _____ which means that customers are using computers and smartphones to conduct much of their business.

Which of the following statements about customer service is True?

A(n) _____ section on an organization's website takes customers to a screen with a preaddressed e-mail, which makes e-mailing the organization easier.

Communicating in Everyday Life

Interpreting Communication

Communicating Globally

Exploring Language Elements

Mastering Nouns and Pronouns

Expanding Language Skills

Applying the Mechanics of Style

Sharpening Writing Skills

Writing E-Mails, Memos, and Letters

Writing Specific Communications

Preparing and Writing Reports

Working With Technology

Developing Presentation Skills

Searching for Jobs

Interviewing and Employment Issues

Filters