Question 1

________ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages.

Accepted Answer

A)   Robocalling
B)   Blogging
C)   Spamming
D)   Media blending

Question 2

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

Accepted Answer

A)   Address customers using their first name irrespective of their consent.
B)   Always ask open-end questions to clarify or verify information.
C)   Always answer a phone call by the third or fourth ring.
D)   Multitask while attending to customers on the telephone to save time.

Question 3

What is a potential disadvantage of technology for an employee?

Accepted Answer

A)   It increases staff costs.
B)   It increases the number of mundane tasks.
C)   It increases the overhead related to employees.
D)   It increases the risk of reassignment or dismissal.

Question 4

Millennials and younger consumers are the primary age groups tapping into technology.

Accepted Answer

A) True 
 B)False

Question 5

Which of the following is a function of 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 6

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

Accepted Answer

A) True 
 B)False

Question 7

________ allows someone browsing the Internet to click on words or phrases, enter his or her phone number, and continue browsing.

Accepted Answer

A)   Internet callback technology
B)   Internet telephony
C)   Media blending
D)   Predictive dialing system

Question 8

At a help desk, service providers are trained to assist customers with questions and problems.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following benefits does technology bring to employees?

Accepted Answer

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

Question 10

A(n)  ________ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

Accepted Answer

A)   electronic mail system
B)   screen pop-up
C)   facsimile system
D)   interactive kiosk

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

Which of the following statements about call centers in the United States is true?

Accepted Answer

A)   Call center functions have largely been returned to the U.S. from countries like India and Mexico.
B)   Call center functions have largely been brought back in-house from third-party companies that specialize in call center operations.
C)   There has been some shrinkage in the number and size of call centers due to the rise in self-service web or speech recognition technologies.
D)   Call centers have replaced instant messaging as the technology of choice for resolving the complaints of younger customers.

Question 13

Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.

Accepted Answer

A) True 
 B)False

Question 14

When you fail to use good grammar in your communication, you may be perceived as lazy or uneducated.

Accepted Answer

A) True 
 B)False

Question 15

Almost ________ of households in the Americas and half of those globally were connected to the Internet by the end of 2016.

Accepted Answer

A)   half
B)   two-thirds
C)   one-third
D)   one-fifth

Exam 9: Customer Service Via Technology

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

Correct Answer
verified

A(n) ________ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

Correct Answer
verified

Almost ________ of households in the Americas and half of those globally were connected to the Internet by the end of 2016.

Correct Answer
verified

Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.

Correct Answer
verified

________ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages.

Correct Answer
verified

Which of the following statements about call centers in the United States is true?

Correct Answer
verified

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

Correct Answer
verified

________ allows someone browsing the Internet to click on words or phrases, enter his or her phone number, and continue browsing.

Correct Answer
verified

Millennials and younger consumers are the primary age groups tapping into technology.

Correct Answer
verified

At a help desk, service providers are trained to assist customers with questions and problems.

Correct Answer
verified

What is a potential disadvantage of technology for an employee?

Correct Answer
verified

Which of the following benefits does technology bring to employees?

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

When you fail to use good grammar in your communication, you may be perceived as lazy or uneducated.

Correct Answer
verified

Exam 9: Customer Service Via Technology

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

Correct AnswerverifiedShow Answer

A(n) ________ allows customers and customer contact centers equipped with video camera-computer hookups to interact via the computer.

Correct AnswerverifiedShow Answer

Almost ________ of households in the Americas and half of those globally were connected to the Internet by the end of 2016.

Correct AnswerverifiedShow Answer

Modern businesses rely heavily on the use of the telephone to conduct day-to-day operations and communicate with internal and external customers.

Correct AnswerverifiedShow Answer

________ refers to an abusive use of various electronic messaging systems to send unsolicited and indiscriminate bulk messages.

Correct AnswerverifiedShow Answer

Which of the following statements about call centers in the United States is true?

Correct AnswerverifiedShow Answer

Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?

Correct AnswerverifiedShow Answer

________ allows someone browsing the Internet to click on words or phrases, enter his or her phone number, and continue browsing.

Correct AnswerverifiedShow Answer

Millennials and younger consumers are the primary age groups tapping into technology.

Correct AnswerverifiedShow Answer

At a help desk, service providers are trained to assist customers with questions and problems.

Correct AnswerverifiedShow Answer

What is a potential disadvantage of technology for an employee?

Correct AnswerverifiedShow Answer

Which of the following benefits does technology bring to employees?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

When you fail to use good grammar in your communication, you may be perceived as lazy or uneducated.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

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Correct Answer
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Correct Answer
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Correct Answer
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