Question 1

An interaction that occurs between customers without the assistance of the organisation is

Accepted Answer

A) B2C 
B) B2B 
C) P2P 
D) internal 
A) B2C 
B) B2B 
C) P2P 
D) internal

Question 2

An organisation is able to focus on customers' needs and identify what gives satisfaction to customers by building a customer satisfaction model.

Accepted Answer

A) True 
 B)False

Question 3

Customer satisfaction occurs when organisations

Accepted Answer

A) build customer service around the customers' needs and expectations 
B) identify customers' needs and expectations 
C) meet the needs and expectations of customers 
D) improve the customer value package 
A) build customer service around the customers' needs and expectations 
B) identify customers' needs and expectations 
C) meet the needs and expectations of customers 
D) improve the customer value package

Question 4

Organisations focusing on customer experience view technology as the main product to deliver service to customers.

Accepted Answer

A) True 
 B)False

Question 5

Organisations focusing on customer experience view technology as

Accepted Answer

A) a product to deliver service to customers 
B) a platform for innovation and fostering better experiences 
C) a way to manage customer relationship management 
D) a way to monitor staff Internet usage 
A) a product to deliver service to customers 
B) a platform for innovation and fostering better experiences 
C) a way to manage customer relationship management 
D) a way to monitor staff Internet usage

Question 6

Which phase\s of customer service influence\s the customer experience?

Accepted Answer

A) Search 
B) Purchase 
C) Consumption 
D) After sales services 
A) Search 
B) Purchase 
C) Consumption 
D) After sales services

Question 7

Multiple communication channels should be available to customers to commence,continue and complete interactions with the organisation.

Accepted Answer

A) True 
 B)False

Question 8

According to Rosen 1997,most customers are lost to a product or service provider because

Accepted Answer

A) they were frustrated by inaction regarding complaints or issues they had raised with the organisation 
B) the staff or organisation did not show any care or concern towards the customer 
C) a competitor was able to provide an equivalent product or service for a better price 
D) the product or service delivered did not meet expectations or promises that were made by the supplier 
A) they were frustrated by inaction regarding complaints or issues they had raised with the organisation 
B) the staff or organisation did not show any care or concern towards the customer 
C) a competitor was able to provide an equivalent product or service for a better price 
D) the product or service delivered did not meet expectations or promises that were made by the supplier

Question 9

In customer service-oriented organisations,social media

Accepted Answer

A) is a risk because dissatisfied customers can tell others about their negative experiences 
B) is a benefit because satisfied customers can tell others about their positive experiences 
C) can enable monitoring of customer experiences 
D) all of the above 
A) is a risk because dissatisfied customers can tell others about their negative experiences 
B) is a benefit because satisfied customers can tell others about their positive experiences 
C) can enable monitoring of customer experiences 
D) all of the above

Question 10

The Internet and email have not changed the way customers relate to customer service.

Accepted Answer

A) True 
 B)False

Question 11

Customers with high levels of emotional intelligence will have greater difficulty dealing with negative customer service experiences.

Accepted Answer

A) True 
 B)False

Question 12

Discuss the differences between Customer Relationship Management,Customer Experience Management,and Customer Value Management.

Accepted Answer

Customer Relationship Management (CRM),

Question 13

The best way to find out what customers really think about your organisation is to

Accepted Answer

A) look at the list of complaints coming in 
B) ask the frontline staff in your organisation 
C) listen to the customers 
D) ask people you know what they've heard about your organisation 
A) look at the list of complaints coming in 
B) ask the frontline staff in your organisation 
C) listen to the customers 
D) ask people you know what they've heard about your organisation

Question 14

Which is not a feature of customer experience management?

Accepted Answer

A) Encouraging an outside-in perspective 
B) Servicing customer needs holistically 
C) Making customer-centric decisions 
D) Taking a business-first approach 
A) Encouraging an outside-in perspective 
B) Servicing customer needs holistically 
C) Making customer-centric decisions 
D) Taking a business-first approach

Question 15

Describe the communication skills required in customer relations and provide examples.

Accepted Answer

Effective communication skills are essen

Question 16

Service culture focuses directly on customers' needs and expectations.

Accepted Answer

A) True 
 B)False

Question 17

Discuss ways an organisation can listen to its customers.What are the implications for organisations in offering a number of communication channels through which its customers can interact with frontline-staff?

Accepted Answer

There are several ways an organization c

Question 18

An organisation that develops a strategy with a clear vision of the customer's potential experience is implementing

Accepted Answer

A) a customer satisfaction model 
B) customer relationship management 
C) customer experience management 
D) a customer complaints resolution model 
A) a customer satisfaction model 
B) customer relationship management 
C) customer experience management 
D) a customer complaints resolution model

Question 19

From a retail standpoint,the key to winning business according to Babin,Babin and Boles 1999 was

Accepted Answer

A) an effective salesperson 
B) product cost 
C) product display 
D) shop presentation 
A) an effective salesperson 
B) product cost 
C) product display 
D) shop presentation

Question 20

Before an organisation develops an effective customer service strategy,it must

Accepted Answer

A) know its staff and product or service 
B) know the needs and expectations of its customers 
C) know what and how it can deliver 
D) all of the above 
A) know its staff and product or service 
B) know the needs and expectations of its customers 
C) know what and how it can deliver 
D) all of the above

Exam 11: Customer Service

An interaction that occurs between customers without the assistance of the organisation is

An organisation is able to focus on customers' needs and identify what gives satisfaction to customers by building a customer satisfaction model.

Customer satisfaction occurs when organisations

Organisations focusing on customer experience view technology as the main product to deliver service to customers.

Organisations focusing on customer experience view technology as

Which phase\s of customer service influence\s the customer experience?

Multiple communication channels should be available to customers to commence,continue and complete interactions with the organisation.

According to Rosen 1997,most customers are lost to a product or service provider because

In customer service-oriented organisations,social media

The Internet and email have not changed the way customers relate to customer service.

Customers with high levels of emotional intelligence will have greater difficulty dealing with negative customer service experiences.

Discuss the differences between Customer Relationship Management,Customer Experience Management,and Customer Value Management.

The best way to find out what customers really think about your organisation is to

Which is not a feature of customer experience management?

Describe the communication skills required in customer relations and provide examples.

Service culture focuses directly on customers' needs and expectations.

Discuss ways an organisation can listen to its customers.What are the implications for organisations in offering a number of communication channels through which its customers can interact with frontline-staff?

An organisation that develops a strategy with a clear vision of the customer's potential experience is implementing

From a retail standpoint,the key to winning business according to Babin,Babin and Boles 1999 was

Before an organisation develops an effective customer service strategy,it must

Communication Foundations

Social Media

Interpersonal Communication

Emotional Intelligence: Managing Self and Relationships

Negotiation and Conflict Management

Intercultural Communication

Communication Across the Organisation

Leadership

Team and Work Group Communication

Effective Meetings: Face-To-Face and Virtual

Public Relations

Knowledge Management and Decision Making

Researching and Processing Information

Conducting Surveys and Questionnaires

Critical Thinking,Argument,logic and Persuasion

Communicating Through Visuals

Oral Presentations and Public Speaking in the Professions

Writing for the Professions

Writing Correspondence,Emails and Short Reports

Writing Long Reports

Writing for the Web

Writing Reflective Journals

Academic Writing

The Job Search, Résumés and Interviews

Filters