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1 | |
The concept of customer service evolved from the practice of selling wares in small general stores, off the back of wagons, or out of the home. |
| | A) | True |
| | B) | False |
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2 | |
The migration from other occupations to the service industry is a recent trend and started in the late 1970s. |
| | A) | True |
| | B) | False |
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3 | |
One of the reasons for the shift from manufacturing to customer service is that society has changed. |
| | A) | True |
| | B) | False |
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4 | |
As more women have entered the workforce, the demand for personal services has increased. |
| | A) | True |
| | B) | False |
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5 | |
Advances in technology have created a need for more employees in manufacturing businesses. |
| | A) | True |
| | B) | False |
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6 | |
Workers in the United States have more disposable income now than at any other time in history. |
| | A) | True |
| | B) | False |
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7 | |
As a result of deregulation in a variety of industries, competition has slowed. |
| | A) | True |
| | B) | False |
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8 | |
There are six key components that can be identified in a customer service environment. |
| | A) | True |
| | B) | False |
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9 | |
An organization's "culture" is what the customer experiences. |
| | A) | True |
| | B) | False |
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10 | |
Quality customer service organizations recruit, select, and train qualified people. |
| | A) | True |
| | B) | False |
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11 | |
Customers are happy when they receive quality and quantity as promised. |
| | A) | True |
| | B) | False |
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12 | |
To determine whether delivery needs are being met, organizations must examine industry standards, customer expectations, capabilities, costs, and current and projected requirements. |
| | A) | True |
| | B) | False |
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