Customer Service, 7e (Lucas)
Chapter 3 Verbal Communication Skills
1) Service providers have little control over the emotional state of their customers.
Answer: TRUE
Explanation: One variable over which you have little control as a service provider is the emotional state of your customers. When...
,Customer Service, 7e (Lucas)
Chapter 1 The Word of Customer Service
1) The goals of providing customer service are similar despite the differences between
organizations in their focus.
Answer: FALSE
Explanation: There have been many attempts to define the term customer service, but depending
on an organization's focus—such as retailing, medical, dental, industry, manufacturing, or repair
services—the goals of providing customer service may vary.
Difficulty: 1 Easy
Topic: Defining Customer Service
Learning Objective: 01-01 Define customer service.
Bloom's: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
2) Customer service is the ability of knowledgeable and capable employees to deliver products to
their external and internal customers.
Answer: TRUE
Explanation: Customer service is defined as the ability of knowledgeable, capable, and
enthusiastic employees to deliver products and services to their internal and external customers
in a manner that satisfies identified and unidentified needs and ultimately results in positive
word-of-mouth publicity and return business. By doing these things, organizations can truly
become customer-focused organizations
Difficulty: 1 Easy
Topic: Defining Customer Service
Learning Objective: 01-01 Define customer service.
Bloom's: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
3) The ultimate goal of customer relationship management is customer loyalty.
Answer: TRUE
Explanation: The concept of identifying customer needs, understanding and influencing
customer behavior through ongoing communication strategies in an effort to acquire, retain, and
satisfy the customer is known as customer relationship management. The ultimate goal is
customer loyalty.
Difficulty: 1 Easy
Topic: Defining Customer Service
Learning Objective: 01-01 Define customer service.
Bloom's: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
,4) Internet service providers are an example of organizations that provide both products and
services.
Answer: FALSE
Explanation: Internet service providers, associations, banks and credit unions, and consulting
firms are examples of organizations that specialize in providing only services.
Difficulty: 2 Medium
Topic: Customer-Focused Organizations
Learning Objective: 01-01 Define customer service.
Bloom's: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
5) According to the Census Bureau and the Bureau of Labor Statistics, state and local
governments are classified as belonging to the service sector while the federal government isn't.
Answer: FALSE
Explanation: The term "service sector" as used by the Census Bureau and the Bureau of Labor
Statistics in their reports and projections typically includes transportation companies,
communication companies, utilities companies, federal government, and state and local
governments.
Difficulty: 1 Easy
Topic: Customer-Focused Organizations
Learning Objective: 01-01 Define customer service.
Bloom's: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
6) A manufacturer of consumer electronics, wanting to reduce costs, relocates his production
facility to a rural location. This is an example of a cottage industry.
Answer: FALSE
Explanation: Cottage industry is the term adopted in the early days of customer service when
many people started small businesses in their homes or cottages and bartered products or services
with neighbors. Relocating a firm to a rural area is not an example of this.
Difficulty: 2 Medium
Topic: The Evolution of Customer Service
Learning Objective: 01-01 Define customer service.
Bloom's: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
, 7) Organizations such as the International Council of Customer Service Organizations (ICCSO)
work to help develop and promote service and professional excellence standards throughout the
world.
Answer: TRUE
Explanation: Today, businesses have changed dramatically as the economy has shifted from a
dependence on manufacturing to a focus on providing timely quality service. Tied to this trend
has been the development of international quality standards by which service effectiveness is
measured in many multinational organizations. The International Council of Customer Service
Organizations (ICCSO) has contributed to this by setting internationally acceptable standards
and certifications to create a global atmosphere of service.
Difficulty: 1 Easy
Topic: The Evolution of Customer Service
Learning Objective: 01-01 Define customer service.
Bloom's: Remember
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
8) According to the U.S. Bureau of Labor Statistics, the long-term shift from goods-producing to
service-producing employment is expected to decline.
Answer: FALSE
Explanation: Customer service representative and other types of service jobs are projected to
have the most job growth between 2014 and 2024. Service-providing sectors are projected to
capture 94.6 percent of all the jobs added between 2014 and 2024.
Difficulty: 2 Medium
Topic: Factors Impacting the Growth of the Service Sector
Learning Objective: 01-02 Describe factors that have impacted the growth of the service sector
in the United States.
Bloom's: Understand
AACSB: Analytical Thinking
Accessibility: Keyboard Navigation
9) One trend in job development comes about from the need for employees to be able to have
regular access to personal and professional networks and to engage in collaborative exchanges,
which means more jobs are likely to develop in rural areas
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