Question 1

Low interaction communication (also known as self-service) is highly desired by most businessesusing online customer service.

Accepted Answer

A) True 
 B)False  True

Question 2

Describe FAQs and other knowledge bases.

Accepted Answer

FAQs, or frequently asked questions, are a collection of common inquiries and their corresponding answers that are compiled to provide quick and easy access to information for users. They are often organized by topic or category to help users find the information they need quickly.

On the other hand, knowledge bases are comprehensive repositories of information that cover a wide range of topics and are designed to act as a centralized source of knowledge for users. These knowledge bases can contain articles, guides, tutorials, troubleshooting steps, and other resources to help users understand and navigate a particular subject or product.

Both FAQs and knowledge bases are valuable tools for providing support and information to users, and are often used by businesses and organizations to enhance customer service and improve user experience. They can be accessed online or through customer support portals, and are continuously updated to ensure that the information provided is accurate and relevant.

Question 3

Of the 185 million users who are online each day, roughly 30 million of them are reading blogs.

Accepted Answer

A) True 
 B)False  False

Question 4

Explain how a hands-on company, such as a tire company, might be able to effectively use the Internet to meet customer needs.

Accepted Answer

A hands-on company, such as a tire compa

Question 5

The norms that guide Net-geners when they shop include

Accepted Answer

A)  a company's reputation is very important. 
B)  they should be able to participate with companies to make the product or service better. 
C)  companies will provide them with personalized products or services. 
D)  all the above 
A)  a company's reputation is very important. 
B)  they should be able to participate with companies to make the product or service better. 
C)  companies will provide them with personalized products or services. 
D)  all the above

Question 6

Structured knowledge bases are:

Accepted Answer

A)  organized in a question and answer format. 
B)  postings on an electronic bulletin board. 
C)  indexed by keywords. 
D)  repositories of customer interaction. 
A)  organized in a question and answer format. 
B)  postings on an electronic bulletin board. 
C)  indexed by keywords. 
D)  repositories of customer interaction.

Question 7

To provide human contact for customers, despite high-tech communication systems, useeverything EXCEPT:

Accepted Answer

A)  two-way interactive video. 
B)  email. 
C)  FAQs. 
D)  web chat. 
A)  two-way interactive video. 
B)  email. 
C)  FAQs. 
D)  web chat.

Question 8

Social Networking Sites (SNS) are useful only in providing customer service options only foryoung, technologically savvy customers.

Accepted Answer

A) True 
 B)False

Question 9

How can you teach a website to learn about the customers who visit it?

Accepted Answer

Teaching a website to learn about its cu

Question 10

Handling a lot of email can be a symptom of an ineffective Web page.

Accepted Answer

A) True 
 B)False

Question 11

Spamming is:

Accepted Answer

A)  the practice of sending unwanted email. 
B)  an unlikely choice for most companies. 
C)  throwing mystery meat icons at online visitors. 
D)  none of the above 
A)  the practice of sending unwanted email. 
B)  an unlikely choice for most companies. 
C)  throwing mystery meat icons at online visitors. 
D)  none of the above

Question 12

A blog is a:

Accepted Answer

A)  variation on a chat room. 
B)  forum for unfiltered feedback. 
C)  log or journal maintained by a company or individual. 
D)  all of the above 
A)  variation on a chat room. 
B)  forum for unfiltered feedback. 
C)  log or journal maintained by a company or individual. 
D)  all of the above

Question 13

Few companies today will survive without an electronic presence.

Accepted Answer

A) True 
 B)False

Low interaction communication (also known as self-service) is highly desired by most businessesusing online customer service.

Describe FAQs and other knowledge bases.

Of the 185 million users who are online each day, roughly 30 million of them are reading blogs.

Explain how a hands-on company, such as a tire company, might be able to effectively use the Internet to meet customer needs.

The norms that guide Net-geners when they shop include

Structured knowledge bases are:

To provide human contact for customers, despite high-tech communication systems, useeverything EXCEPT:

Social Networking Sites (SNS) are useful only in providing customer service options only foryoung, technologically savvy customers.

How can you teach a website to learn about the customers who visit it?

Handling a lot of email can be a symptom of an ineffective Web page.

Spamming is:

A blog is a:

Few companies today will survive without an electronic presence.

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use the Telephone Well for Good Service

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Information

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters

Exam 5: Use Friendly Web Sites and Electronic Communication

Low interaction communication (also known as self-service) is highly desired by most businessesusing online customer service.

Describe FAQs and other knowledge bases.

Of the 185 million users who are online each day, roughly 30 million of them are reading blogs.

Explain how a hands-on company, such as a tire company, might be able to effectively use the Internet to meet customer needs.

The norms that guide Net-geners when they shop include

Structured knowledge bases are:

To provide human contact for customers, despite high-tech communication systems, useeverything EXCEPT:

Social Networking Sites (SNS) are useful only in providing customer service options only foryoung, technologically savvy customers.

How can you teach a website to learn about the customers who visit it?

Handling a lot of email can be a symptom of an ineffective Web page.

Spamming is:

A blog is a:

Few companies today will survive without an electronic presence.

Know Why Service Matters

Use Behaviors That Engage Your Customers

Listen to Your Customer a Big Little Thing

Use the Telephone Well for Good Service

Recognize and Deal With Customer Turnoffs

Insight Into Emerging Trends in Customer Service

Get Customer Feedback

Recover the Potentially Lost Customer

Exceed Expectations With Value

Exceed Customer Expectations With Information

Exceed Customer Expectations With Convenience and Timing

Dealing With Emotional Labor

Get Employees to Give Great Service

Filters