Site MapHelpFeedbackQuick Preview
Quick Preview
(See related pages)



1

A longer life expectancy and a decline in the birthrate will contribute to a shortage of entry-level employees in the future.
A)True
B)False
2

The downside of an aging society is that customers will require fewer personal services.
A)True
B)False
3

Technological changes are occurring so rapidly that continual training, retraining, and education on software and delivery systems are needed.
A)True
B)False
4

Evolving technology has changed the roles and needs of customers.
A)True
B)False
5

During the past three decades, little has changed from a legal standpoint with respect to customer service.
A)True
B)False
6

Global competition has provided new career opportunities in customer service.
A)True
B)False
7

To meet today's business challenges, schools are improving programming and keeping pace with changes.
A)True
B)False
8

To keep up with competition, a leading-edge company might spend over $4 million a year on employee training.
A)True
B)False
9

Some of the minimum skills for success in the customer service field are communication, creative thinking, and interpersonal skills.
A)True
B)False
10

Even though organizations are changing, the responsibility for leadership still rests with managers.
A)True
B)False





To learn more about the book this website supports, please visit its Information Center.
(c)2005 McGraw-Hill Higher Education
Any use is subject to the Terms of Use and Privacy Policy.
McGraw-Hill Higher Education is one of the many fine businesses of The McGraw-Hill Companies.


Customer ServiceOnline Learning Center

Home > Chapter 14 > Quick Preview