Test Bank for Customer Service Skills for Success 7th Edition
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Science
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University Of Toronto (U Of T
)
Test Bank for Customer Service Skills for Success 7th Edition
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 ma...
test bank for customer service skills for success 7th editiontest bank for customer service skills for success 7th editiontest bank for customer service skills for success 7th editiontest bank for cus
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Test Bank for Customer Service Skills for
Success 7th Edition Lucas
,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
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