A it is less expensive b it can be deployed very

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Unformatted text preview: mentation of a customer care system better than a superficial implementation of a customer care system? a. It is less expensive. b. It can be deployed very quickly. c. It is available as a product. d. It provides the most automation possible. 10. Why is buying a customer care product better than developing one? a. It is less expensive. b. It can be deployed quickly. c. It eliminates implementation risks. d. It comes with continuous product upgrades. Web ProForum Tutorials http://www.iec.org Copyright © The International Engineering Consortium 12/16 Correct Answers 1. What is the primary reason consumers change from one service provider to another? a. customer service b. telecommunications service quality dissatisfaction c. telecommunications service price d. moving to a different address See Overview. 2. From a customer care point of view, why are multiple applications not good for customer service? a. They are difficult to handle. b. They cause human errors. c. They are not good for computer memory. d. They cause some applications to be under a window. See Topic 1. 3. Which of the following customer service characteristics cannot be implemented by a customer care system? a. friendly customer service representatives b. customer service representatives capable of servicing calls completely c. customer service representatives who can provide an immediate change in service for most service requests d. customer service representatives who are experienced and can complete calls in a timely manner See Topic 2. 4. Why should customer service representatives capture marketing information during a customer contact? a. to engage the customer in a friendly conversation Web ProForum Tutorials http://www.iec.org Copyright © The International Engineering Consortium 13/16 b. to file as part of customer information c. so the information can be used in future marketing analysis d. because it is part of the procedure imposed by the customer care system See Topic 3. 5. Which of the following technologies cannot be used in customer care systems? a. rapid application development and object-oriented technologies b. artificial intelligence software c. Internet d. fuzzy logic See Topic 4. 6. Why is it easier for a customer service representative to add a new service when using a customer care system? a. The customer care system uses a graphical user interface. b. The customer has filled out a form prepared by using the customer care system. c. The customer care system will guide the custome...
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This note was uploaded on 10/15/2011 for the course ECON 1102 taught by Professor Jahis during the Spring '09 term at University of Minnesota Crookston.

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