10 Questions
What has customer service evolved into over the years?
A multibillion-dollar, worldwide endeavor
In the past, who provided customer service to their neighbors?
Small artisans and business owners
What trend has led to businesses shifting from primarily production and manufacturing to more service delivery?
The age of the service economy
Which organization works to develop and promote service and professional excellence standards throughout the world?
International Council of Customer Service Organizations
What is being done by setting internationally acceptable standards and certifications in the context of customer service?
Creating a global atmosphere of service
What is the main reason why companies invest in training and empowering employees?
To meet the service expectations of customers
Why do business owners have to continually prove the worth of their products and services?
Due to enhanced consumer awareness and preparation
Which component of the service environment is under the control of the service provider and staff?
Organizational culture
What has led to businesses shifting from primarily production and manufacturing to more service delivery?
Expectation of quality service by customers
What has occurred in part through the advertising and publicity by companies competing for market share?
Enhanced consumer awareness and preparation
Explore the historical development of customer service from small-scale artisanal practices to the multibillion-dollar industry it is today. Learn how customer service has evolved from the early days of cottage industries to its present worldwide significance.
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