Question 1

Customers generally react unfavorably to self-service options.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A) The first thing they want is their money back 
B) There is a wide gap between what customers want and what they get 
C) They want to be able to submit negative product reviews

Question 4

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

Accepted Answer

A) affluent customers. 
B) young professionals. 
C) both of the above.

Question 5

Portakabin promises customers that it will:

Accepted Answer

A) deliver quality customer service 
B) reduce the cost of products to the customer 
C) deliver every product in 10 days

Question 6

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

Accepted Answer

A) customer scenarios. 
B) problem resolution strategies. 
C) customer service guidelines.

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) Integrated back-end systems 
B) Access via mobile devices 
C) Landing pages

Question 10

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

Accepted Answer

A) Changing the rules on interaction between customers and employees 
B) Tracking the satisfaction scores of individual casino employees 
C) Cash bonuses based on casino satisfaction scores

Question 11

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

Accepted Answer

A) Customer service in social media only works for high technology firms. 
B) Social platforms must be monitored consistency to identify customer problems. 
C) Providing customer service in social media requires a considerable amount of employee time.

Question 12

Providing excellent experience for customers requires:

Accepted Answer

A) engaged employees. 
B) revision of the company website. 
C) using technology to meet customer needs.

Question 13

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

Accepted Answer

A) A telephone call handled by a live service rep 
B) An email handled by a live service rep 
C) Live chat on the web

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A) the high cost of exceptional customer care. 
B) the need to invest time and resources in providing good customer care. 
C) the recognition that quality management concepts are ineffective in the area of customer service.

Question 17

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

Accepted Answer

A) True 
 B)False

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.