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Choose the best answer.

Valued customers should not have to waste time looking for _____.

the manager

excellent coworkers

company contact information

the business founder



2) Choose the best answer.

Multiple _____ of communication should be offered to customers since access to communication tools can vary greatly.

web services

forms

directions

destinations



3) Choose the best answer.

Excellent customer service involves _____ with customers after their needs have been met.

accounting

reordering

none of these

following up



4) Choose the best answer.

To ensure continuous product and service improvement, consumers should be given the opportunity to _____.

send an instant message

leave a voicemail

provide feedback

return their products



5) Choose the best answer.

_____ are commonly outsourced offices established to take in high volumes of calls from customers needing product and service support.

Teleconferences

Call centers

Business meeting spaces

Customer services



6) Choose True or False. If false, select the statement that makes it true.

Customer service is so important that one bad service call can lose a lifelong customer.

True

False; Customer service is not as important as quality service.

False; Customer service is not as important as selection and pricing.



7) Choose True or False. If false, select the statement that makes it true.

Regardless of what communication looks like in the future, it will likely look far different than it does today.

True

False; Regardless of what communication looks like in the future, it will never be as important as pricing.

False; Regardless of what communication looks like in the future, it will still be important to customer service.



8) Choose True or False. If false, select the statement that makes it true.

A postal mail questionnaire is an example of an opportunity for feedback to help improve products and customer support.

False; A personal phone call is an example of an opportunity for feedback to help improve products and customer support.

True

False; An email questionnaire is an example of an opportunity for feedback to help improve products and customer support.



9) Choose True or False. If false, select the statement that makes it true.

Companies should not make communication easy or accessible for valued customers.

True

False; Companies should make communication easy or accessible for valued customers.

False; Companies should not make communication easy or accessible for all customers.



10) Choose True or False. If false, select the statement that makes it true.

To provide excellent customer communication, it is important to follow up with customers via text or e-mail to make sure they had a good experience and their problems were resolved.

True

False; To provide excellent customer communication, it is important to follow up with customers with a personal phone call to make sure they had a good experience and their problems were resolved.

False; To gain feedback to benefit the company, it is important to follow up with customers via text or e-mail to make sure they had a good experience and their problems were resolved.



11) Choose True or False. If false, select the statement that makes it true.

Allowing customers to use multiple forms of communication will make it harder for customers to reach the company.

False; Allowing customers simple forms of communication will make it easier for customers to reach the company.

False; Allowing customers to use multiple forms of communication will make it easier for customers to reach the company.

True



12) Match the statements with the forms of communication with customers. Answers may be used more than once.

Outsource call centers often use this to take high volumes of calls.

Contacting a manager directly through this form of communication is rare but not unheard of.

Companies that supply high-value services are more likely to offer this communication service to their clients.

This form of communication allows individuals to communicate “face to face” across great distances.

Although this form of communication is less commonly used today for personal use, most established businesses still have this.

This form of communication transmits text-bearing messages electronically from one computer to another.

This form of communication is mostly used to send customers advertising materials and packages.

This form of communication involves communicating back and forth with a customer through text on a laptop, desktop computer, or mobile device.

1 answer

Here are the best answers to the questions provided:

  1. Valued customers should not have to waste time looking for company contact information.

  2. Multiple forms of communication should be offered to customers since access to communication tools can vary greatly.

  3. Excellent customer service involves following up with customers after their needs have been met.

  4. To ensure continuous product and service improvement, consumers should be given the opportunity to provide feedback.

  5. Call centers are commonly outsourced offices established to take in high volumes of calls from customers needing product and service support.

  6. True.

  7. True.

  8. True.

  9. False; Companies should make communication easy or accessible for valued customers.

  10. True.

  11. False; Allowing customers to use multiple forms of communication will make it easier for customers to reach the company.

  12. Here are the responses matched to the forms of communication:

  • Outsource call centers often use this to take high volumes of calls. Phone calls or Telephone communication.

  • Contacting a manager directly through this form of communication is rare but not unheard of. Phone calls or Direct communication.

  • Companies that supply high-value services are more likely to offer this communication service to their clients. Email or Personalized communication.

  • This form of communication allows individuals to communicate “face to face” across great distances. Video conferencing.

  • Although this form of communication is less commonly used today for personal use, most established businesses still have this. Postal mail.

  • This form of communication transmits text-bearing messages electronically from one computer to another. Email.

  • This form of communication is mostly used to send customers advertising materials and packages. Postal mail.

  • This form of communication involves communicating back and forth with a customer through text on a laptop, desktop computer, or mobile device. Chat support or Messaging.