Question 1

Which of the following benefits does technology bring to employees?

Accepted Answer

A)   It reduces the staff costs and overheads.
B)   It frees them from mundane tasks.
C)   It frees them from reassignment or dismissal.
D)   It reduces their stress levels.

Question 2

Telephone tag results in a loss of efficiency,money,and,in some cases,customers.

Accepted Answer

A) True 
 B)False

Question 3

List four advantages of telephone communication.

Accepted Answer

Even though there are some disadvantages...

Question 4

On the Internet,it is relatively easy for customers to see how many employees,buildings or money a company has when they access a website.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following statements best define an automatic call distribution system?

Accepted Answer

A)   It refers to a form of caller identification system similar to home telephone caller ID systems.
B)   It refers to a system that integrates a representative's computer and phone to facilitate the automatic retrieval of customer records and other information needed to satisfy a customer's needs and requests.
C)   It refers to a telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers.
D)   It refers to a voice recognition computer mechanism that queries survey respondents with questions and stores their responses.

Question 6

_____ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

Accepted Answer

A)   Internet telephony
B)   Interactive kiosks
C)   Instant messaging
D)   Media blending

Question 7

Emoticons are the faces created through the use of computer keyboard characters.

Accepted Answer

A) True 
 B)False

Question 8

With the high number of users,internet usage is considered a Generation X tool.

Accepted Answer

A) True 
 B)False

Question 9

Eliminate distractions by not eating,drinking,chewing gum,talking to others or handling other tasks while on the phone.

Accepted Answer

A) True 
 B)False

Question 10

When delivering service face-to-face with a customer,you should:

Accepted Answer

A)   address the customer using his or her first name and assume familiarity.
B)   ask the caller to come visit the office for quicker service.
C)   use jargon, slang, and colloquialisms to set a friendly mood.
D)   speak clearly, smile frequently, and use correct grammar.

Question 11

An important thing to remember about e-mail is that it is sometimes unreliable.

Accepted Answer

A) True 
 B)False

Question 12

What are the types of numbers that companies provide for their customers to call in to order,get information,or receive service?

Accepted Answer

Companies provide 800 and 888 numbers th...

Question 13

Most people find it satisfactory for messages to be sent without proofreading or spell checking them to save time.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is a function of the customer relationship management software?

Accepted Answer

A)   Call quality monitoring and recording.
B)   Coordinated transfer, where a caller can be passed to another representative along with the data populated on a service representative's computer screen.
C)   Representative/agent state control.
D)   Automatically maintain a detailed audit history on customer accounts, transactions and individual events.

Question 15

One factor that could help stimulate the growth of call centers is an increased demand by customers for technology-based ordering and service systems.

Accepted Answer

A) True 
 B)False

Exam 9: Customer Service Via Technology

Which of the following benefits does technology bring to employees?

Correct Answer
verified

Eliminate distractions by not eating,drinking,chewing gum,talking to others or handling other tasks while on the phone.

Correct Answer
verified

On the Internet,it is relatively easy for customers to see how many employees,buildings or money a company has when they access a website.

Correct Answer
verified

An important thing to remember about e-mail is that it is sometimes unreliable.

Correct Answer
verified

Which of the following statements best define an automatic call distribution system?

Correct Answer
verified

With the high number of users,internet usage is considered a Generation X tool.

Correct Answer
verified

Most people find it satisfactory for messages to be sent without proofreading or spell checking them to save time.

Correct Answer
verified

Which of the following is a function of the customer relationship management software?

Correct Answer
verified

Emoticons are the faces created through the use of computer keyboard characters.

Correct Answer
verified

Telephone tag results in a loss of efficiency,money,and,in some cases,customers.

Correct Answer
verified

One factor that could help stimulate the growth of call centers is an increased demand by customers for technology-based ordering and service systems.

Correct Answer
verified

List four advantages of telephone communication.

Correct Answer
verified
Even though there are some disadvantages...
View Answer

When delivering service face-to-face with a customer,you should:

Correct Answer
verified

_____ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

Correct Answer
verified

What are the types of numbers that companies provide for their customers to call in to order,get information,or receive service?

Correct Answer
verified
Companies provide 800 and 888 numbers th...
View Answer

Exam 9: Customer Service Via Technology

Which of the following benefits does technology bring to employees?

Correct AnswerverifiedShow Answer

Eliminate distractions by not eating,drinking,chewing gum,talking to others or handling other tasks while on the phone.

Correct AnswerverifiedShow Answer

On the Internet,it is relatively easy for customers to see how many employees,buildings or money a company has when they access a website.

Correct AnswerverifiedShow Answer

An important thing to remember about e-mail is that it is sometimes unreliable.

Correct AnswerverifiedShow Answer

Which of the following statements best define an automatic call distribution system?

Correct AnswerverifiedShow Answer

With the high number of users,internet usage is considered a Generation X tool.

Correct AnswerverifiedShow Answer

Most people find it satisfactory for messages to be sent without proofreading or spell checking them to save time.

Correct AnswerverifiedShow Answer

Which of the following is a function of the customer relationship management software?

Correct AnswerverifiedShow Answer

Emoticons are the faces created through the use of computer keyboard characters.

Correct AnswerverifiedShow Answer

Telephone tag results in a loss of efficiency,money,and,in some cases,customers.

Correct AnswerverifiedShow Answer

One factor that could help stimulate the growth of call centers is an increased demand by customers for technology-based ordering and service systems.

Correct AnswerverifiedShow Answer

List four advantages of telephone communication.

Correct AnswerverifiedEven though there are some disadvantages...View AnswerShow Answer

When delivering service face-to-face with a customer,you should:

Correct AnswerverifiedShow Answer

_____ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

Correct AnswerverifiedShow Answer

What are the types of numbers that companies provide for their customers to call in to order,get information,or receive service?

Correct AnswerverifiedCompanies provide 800 and 888 numbers th...View AnswerShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Even though there are some disadvantages...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Companies provide 800 and 888 numbers th...
View Answer