Podcast
Questions and Answers
What has customer service evolved into over the years?
What has customer service evolved into over the years?
- A seasonal practice tied to cottage industries
- A local practice limited to small artisans and business owners
- A multibillion-dollar, worldwide endeavor (correct)
- An obsolete concept
In the past, who provided customer service to their neighbors?
In the past, who provided customer service to their neighbors?
- Small artisans and business owners (correct)
- Large multinational organizations
- Farm workers
- Cottage industry workers
What trend has led to businesses shifting from primarily production and manufacturing to more service delivery?
What trend has led to businesses shifting from primarily production and manufacturing to more service delivery?
- The growth of cottage industries
- The decline of international quality standards
- The rise of small artisans and business owners
- The age of the service economy (correct)
Which organization works to develop and promote service and professional excellence standards throughout the world?
Which organization works to develop and promote service and professional excellence standards throughout the world?
What is being done by setting internationally acceptable standards and certifications in the context of customer service?
What is being done by setting internationally acceptable standards and certifications in the context of customer service?
What is the main reason why companies invest in training and empowering employees?
What is the main reason why companies invest in training and empowering employees?
Why do business owners have to continually prove the worth of their products and services?
Why do business owners have to continually prove the worth of their products and services?
Which component of the service environment is under the control of the service provider and staff?
Which component of the service environment is under the control of the service provider and staff?
What has led to businesses shifting from primarily production and manufacturing to more service delivery?
What has led to businesses shifting from primarily production and manufacturing to more service delivery?
What has occurred in part through the advertising and publicity by companies competing for market share?
What has occurred in part through the advertising and publicity by companies competing for market share?
