Most customers prefer impersonal, self-service customer service channels.
Anticipatory customer service means asking customers what services they need and then
providing those services.
Customers generally re
One tool that can be used in building anticipatory customer service programs is:
a. customer scenarios.
b. problem resolution strategies.
c. customer service guidelines.
Providing excellent experience for customers requires:
Benefits of online provision of service in applications such as government agencies include:
a. being able to focus on customers with difficult problems.
b. reducing the volume of calls and emails.
c. both of the above.
Which of the following is not a way that consumers expect to access a firm for customer service
and support issues?
a. Contacting a telephone call center
b. Contacting the business by e-mail
c. Reading the product manual
Chapter 13: Customer Service and Support in Web Space
True statements about the financial importance of customer service include:
a. it is not possible to measure business losses due to poor customer service.
b. customers who have probl
The text asserts that being able to deliver exceptional customer service can produce a sustainable
competitive advantage. Discuss whether you agree or disagree with this statement, providing as much
support as possible for your position.