Customer Service Skills Competency Test
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The meaning of role playing is using scenarios from the real world so employees can learn not to be shy nor intimidated, and also know how to handle irate customers.
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True
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False
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About This Quiz
This Customer Service Skills Competency Test assesses key skills in handling real-world customer interactions, communication strategies, and emotional responses. It is designed to enhance the understanding and application of effective customer service techniques.
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- 2.
Coaching emphasizes practices, the critical lean by doing which turns information into knowledge and then into experience.
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True
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False
Correct Answer
A. TrueExplanation
Coaching places a strong emphasis on practices, which involves actively engaging in activities and applying what has been learned. This active involvement helps individuals to not only understand the information but also gain practical knowledge and experience. By doing so, coaching enables individuals to develop a deeper understanding and mastery of the subject matter. Therefore, the statement that coaching emphasizes practices, which turn information into knowledge and then into experience, is true.Rate this question:
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- 3.
Communication skills are not used for strategy by people to communicate verbally and non-verbally.
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True
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False
Correct Answer
A. FalseExplanation
Communication skills are indeed used for strategy by people to communicate both verbally and non-verbally. Effective communication is crucial in developing and conveying strategic plans, goals, and objectives to team members and stakeholders. It helps in building relationships, resolving conflicts, and influencing others to align with the strategic direction. Non-verbal communication, such as body language and facial expressions, also plays a significant role in conveying messages and establishing rapport. Therefore, the statement that communication skills are not used for strategy is false.Rate this question:
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- 4.
Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog, Collective Cultures, Instant Interaction _____ A term refers to anyone born between 1946 and 1964.
Correct Answer
Baby Boomers, baby boomersExplanation
The term "Baby Boomers" refers to anyone born between 1946 and 1964. This generation is characterized by the significant increase in birth rates after World War II. They are known for their impact on society and culture, as well as their influence on politics and the economy. The term "baby boomers" is used to specifically identify this generation and distinguish them from other age groups.Rate this question:
- 5.
Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog, Collective Cultures, Instant Interaction The ______ allowed legislation passed to guarantee rights and prevent workplace discrimination based on age, sex, race, religion, and national origin.
Correct Answer
Civil Rights of 1964, Civil Rights Of 1964Explanation
The correct answer is "Civil Rights of 1964". The Civil Rights of 1964 is a landmark legislation that prohibits workplace discrimination based on age, sex, race, religion, and national origin. It was enacted to ensure equal rights and opportunities for all individuals, regardless of their characteristics or backgrounds. This legislation has played a crucial role in promoting fairness and equality in the workplace and society as a whole.Rate this question:
- 6.
Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog, Collective Cultures, Instant Interaction Marketing is the process of _______ and executing the conception, pricing, promoting, and distributing of goods and services to create exchanges that satisfy individuals and organizational skills.
Correct Answer
Planning, planningExplanation
Planning is an essential step in the marketing process. It involves creating a strategic approach to determine the goals, objectives, and actions needed to achieve them. By carefully planning the conception, pricing, promoting, and distributing of goods and services, marketers can ensure that their efforts are aligned with the needs and preferences of individuals and organizations. Planning also helps in identifying potential challenges and opportunities, allowing marketers to make informed decisions and optimize their marketing strategies. Therefore, the correct answer is "Planning, planning".Rate this question:
- 7.
Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog, Collective Cultures, Instant Interaction A ______ is an electronic diary where an individual or a company introduces in a daily or weekly basis writing comments, advertising, of a product or an event.
Correct Answer
Blog, blogExplanation
A blog is an electronic diary where an individual or a company introduces in a daily or weekly basis writing comments, advertising, of a product or an event. Blogs are commonly used to share information, opinions, and experiences with a wide audience. They allow individuals or companies to communicate and engage with their readers or customers in a more personal and interactive way. Blogs can be a valuable tool for marketing and promotion, as they provide a platform for showcasing products or events and generating interest and discussion.Rate this question:
- 8.
Attitudes are emotional responses to people, ideas, and objects.
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True
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False
Correct Answer
A. TrueExplanation
Attitudes refer to the emotional responses that individuals have towards people, ideas, and objects. They are subjective evaluations that can be positive, negative, or neutral. This statement accurately reflects the definition of attitudes, making the answer "True" correct.Rate this question:
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- 9.
Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog, Collective Cultures, Instant Interaction What refers to _______ which is the elimination of using the telephone as the primary source to do business with potential of loyal customers, and instead, CSR's use the Internet to contact them.
Correct Answer
Telephone Tag, telephone tag, Telephone tag, telephone TagExplanation
The correct answer is Telephone Tag. Telephone Tag refers to the elimination of using the telephone as the primary source to do business with potential loyal customers, and instead, CSR's use the Internet to contact them.Rate this question:
- 10.
Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog, Collective Cultures, Instant Interaction In instant messaging is the way _______ between the E-Customer Service Representative and customer who wants to clarify something about a product with a group of experienced buyer as well as new customers.
Correct Answer
Instant Interaction, instant interactionExplanation
The correct answer is "Instant Interaction, instant interaction" because it refers to the immediate and real-time communication that takes place between the E-Customer Service Representative and the customer through instant messaging. This allows the customer to seek clarification about a product from both experienced buyers and new customers in a group setting.Rate this question:
- 11.
(For Questions 6-15 Fill in the Blanks using one of these words [Note: Each can be used Once!]: Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog, Collective Cultures, Instant Interaction The ______ is the behaviors and attitudes of a company and its personnel towards customers during all interactions and communication with them.
Correct Answer
customer service, Customer ServiceExplanation
The term "customer service" refers to the behaviors and attitudes of a company and its personnel towards customers during all interactions and communication with them. It encompasses the way employees handle inquiries, provide assistance, and address concerns or complaints from customers. Good customer service involves being attentive, respectful, and helpful in order to meet the needs and expectations of customers. It plays a crucial role in building positive relationships with customers and enhancing their overall experience with the company.Rate this question:
- 12.
Free technical support in an online environment might include_______.
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Sending an e-mail message
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Chatting with a CSR
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Providing a toll-free number
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All of the Above
Correct Answer
A. All of the AboveExplanation
Free technical support in an online environment can include various methods of communication such as sending an e-mail message, chatting with a customer service representative (CSR), or providing a toll-free number for direct phone support. Therefore, the correct answer is "All of the Above" as all the mentioned options are possible forms of free technical support in an online environment.Rate this question:
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- 13.
A business strategy that integrates the functions of sales, marketing, and customer service, using technology and wide-ranging databases of information is called_______.
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Customer Relationship Management (CRM)
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Globalization
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Homeshoring
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Outsourcing
Correct Answer
A. Customer Relationship Management (CRM)Explanation
Customer Relationship Management (CRM) is a business strategy that integrates the functions of sales, marketing, and customer service. It utilizes technology and wide-ranging databases of information to effectively manage and nurture customer relationships. CRM helps businesses streamline their operations, improve customer satisfaction, and increase sales by providing a comprehensive view of customer interactions and preferences. It allows companies to track customer interactions, manage leads, analyze customer data, and personalize marketing efforts. CRM systems are designed to enhance customer experience and build long-term relationships, ultimately leading to improved customer loyalty and retention.Rate this question:
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- 14.
Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog, Collective Cultures, Instant Interaction _______-is members of a group show common interests and values.
Correct Answer
Collective Cultures, collective culturesExplanation
Collective Cultures refer to a group of individuals who share common interests and values. In this context, the term "collective cultures" is used to describe members of a group who exhibit this characteristic. The repetition of the term emphasizes the idea that the individuals within the group collectively share these commonalities.Rate this question:
- 15.
Telling workers what is expected of them, in both the quality and quantity of their work is known as_______.
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Setting Standards
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Role Playing
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Participatory Management
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Coaching
Correct Answer
A. Setting StandardsExplanation
Setting standards refers to the act of informing workers about the expectations regarding the quality and quantity of their work. This involves establishing clear guidelines and benchmarks for performance, which enables employees to understand what is required of them. By setting standards, organizations can ensure that employees are aware of the desired outcomes and can work towards achieving them effectively. It also provides a basis for evaluating and measuring performance, allowing for feedback and improvement.Rate this question:
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- 16.
What training method uses customer scenarios encountered in the real world?
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Coaching
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Standards
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Role Playing
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Tests and Quizzes
Correct Answer
A. Role PlayingExplanation
Role playing is a training method that uses customer scenarios encountered in the real world. It involves participants assuming different roles and acting out various customer interactions and situations. This allows trainees to practice their skills, improve their problem-solving abilities, and gain firsthand experience in handling real-life customer scenarios. Role playing helps to simulate realistic customer interactions and provides a safe environment for trainees to learn and develop their customer service skills.Rate this question:
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- 17.
The practice of empowering employees to participate in organizational decision making is called_______.
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Participatory Management
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Coaching
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Creating Standards
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Role Playing
Correct Answer
A. Participatory ManagementExplanation
Participatory management refers to the practice of involving employees in the decision-making process within an organization. It emphasizes on empowering employees to contribute their ideas, opinions, and suggestions, thereby increasing their sense of ownership and engagement. This approach promotes a collaborative and inclusive work environment, where employees feel valued and have a voice in shaping the organization's direction. It also leads to better decision-making, as it leverages the diverse perspectives and expertise of the employees.Rate this question:
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- 18.
What measurement is shown by calculating customer survey results and customer retention rates?
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Operations Management
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CSR Quality and Productivity
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Employee Satisfaction
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Customer Satisfaction
Correct Answer
A. Customer SatisfactionExplanation
Calculating customer survey results and customer retention rates is a way to measure customer satisfaction. This measurement helps organizations understand how satisfied their customers are with their products or services, and how likely they are to continue doing business with them. By analyzing survey responses and retention rates, organizations can identify areas for improvement and make necessary changes to enhance customer satisfaction.Rate this question:
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- 19.
When a customer can contact an organization via the Internet, telephone, e-mail, an instant message, or chat room, these means are referred to as_______.
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Globalization
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Customer Contact Points
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Outsourcing
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CRM
Correct Answer
A. Customer Contact PointsExplanation
When a customer can contact an organization via multiple channels such as the Internet, telephone, e-mail, instant message, or chat room, these different means of communication are referred to as customer contact points. This term encompasses the various channels through which customers can reach out to the organization for inquiries, support, or feedback. It emphasizes the importance of providing multiple options for customers to interact with the organization, ensuring convenience and accessibility.Rate this question:
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- 20.
Consolidating customer information from any type of contact into a single database is referred to as_______.
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Database Consolidation
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Knowledge Management
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Integration of Channels and Systems
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None of the Above
Correct Answer
A. Database ConsolidationExplanation
Consolidating customer information from any type of contact into a single database is referred to as database consolidation. This process involves gathering data from various sources, such as phone calls, emails, social media, and organizing it in a central location. By consolidating customer information, businesses can have a comprehensive view of their customers, enabling them to provide better customer service, personalized marketing, and improved decision-making.Rate this question:
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- 21.
______ is beliefs or opinions that a person has about an individual or group.
Correct Answer
Biases, biasesExplanation
The word "biases" is repeated twice in the answer, indicating that the correct answer is a plural form of the word "bias". This aligns with the definition provided in the question, which states that biases are beliefs or opinions held by an individual or group about another individual or group. Therefore, the correct answer is "biases, biases".Rate this question:
- 22.
The timeliness of service and the willingness of service personnel to help is referred to as_______.
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Reliability
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Responsiveness
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Assurance
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Empathy
Correct Answer
A. ResponsivenessExplanation
Responsiveness refers to the timeliness of service and the willingness of service personnel to help. It is about how quickly and efficiently the service provider responds to the needs and requests of the customers. This includes factors such as promptness in answering queries, addressing concerns, and providing assistance. Responsiveness is an important aspect of customer service as it demonstrates the service provider's commitment to meeting the customers' needs and ensuring their satisfaction.Rate this question:
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- 23.
When managers practice the behaviors and ethics expected of CSRs, they_______.
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Build Trust
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Develop People
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Lead through Example
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Stay Focused on Customer Needs
Correct Answer
A. Lead through ExampleExplanation
When managers practice the behaviors and ethics expected of CSRs, they lead through example. This means that they set a positive example for their employees by demonstrating the desired behaviors and ethical standards. By doing so, they inspire their team members to follow suit and also act in a manner that aligns with the organization's expectations. Leading through example helps to establish a culture of integrity, professionalism, and trust within the organization.Rate this question:
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- 24.
A decisive style is one of four behaviors style groupings as no-none approach to people and situations.
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True
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False
Correct Answer
A. TrueExplanation
A decisive style refers to a behavior style grouping that involves a no-nonsense approach towards both people and situations. This means that individuals with a decisive style are assertive, confident, and take quick action to resolve issues or make decisions. Therefore, the statement "A decisive style is one of four behavior style groupings as a no-none approach to people and situations" is true.Rate this question:
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- 25.
An advantage to businesses of implementing the concept of homeshoring is_______.
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Not having to provide work space to employees
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Not having to provide benefits to employees
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Having a flexible, read-on-demand workforce
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All of the Above
Correct Answer
A. All of the AboveExplanation
Implementing the concept of homeshoring provides several advantages to businesses. Firstly, businesses do not have to provide work space to employees as they can work from their own homes. This saves costs associated with office space and infrastructure. Secondly, businesses do not have to provide benefits to employees as they are typically independent contractors or freelancers. This reduces the expenses related to employee benefits such as health insurance and retirement plans. Lastly, homeshoring allows businesses to have a flexible and on-demand workforce. They can easily scale up or down their workforce based on their needs, leading to increased efficiency and cost-effectiveness.Rate this question:
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- 26.
An important employee motivational tool for CSRs is_______.
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Good Managers
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Empowerment
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Rehearsing Scripts
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None of the Above
Correct Answer
A. EmpowermentExplanation
Empowerment is an important employee motivational tool for CSRs because it involves giving them the authority, autonomy, and responsibility to make decisions and take actions on their own. When CSRs feel empowered, they are more likely to be engaged, motivated, and satisfied with their work. Empowerment also helps in improving customer service as it enables CSRs to handle customer issues effectively and efficiently without constantly seeking approval or guidance from their superiors. By giving CSRs the power to make decisions and take ownership of their work, it creates a sense of trust, confidence, and accountability, leading to increased job satisfaction and productivity.Rate this question:
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- 27.
The works style trend of hiring U.S. home-based call agents as an alternative to more expensive in-house operators or less qualified offshore call centers is called_______.
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Homeshoring
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Outsourcing
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Globalization
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Customer Contact Center
Correct Answer
A. HomeshoringExplanation
Homeshoring is the correct answer because it refers to the trend of hiring U.S. home-based call agents as a cost-effective alternative to in-house operators or offshore call centers. This approach allows companies to save on costs while still maintaining a high level of quality and customer service. It is a form of outsourcing that focuses on utilizing domestic resources rather than sending work overseas.Rate this question:
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- 28.
The concept that ensures customers around the world will have appropriate and useful experiences as they communicate, collaborate, and transact online is referred to as_______.
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E-Commerce
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Homeshoring
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E-Business
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Globalization
Correct Answer
A. GlobalizationExplanation
Globalization is the concept that ensures customers around the world will have appropriate and useful experiences as they communicate, collaborate, and transact online. It refers to the increasing interconnectedness and interdependence of countries through the exchange of goods, services, information, and ideas. With globalization, businesses can reach a global audience and tailor their offerings to meet the specific needs and preferences of customers in different countries. This concept allows for the seamless integration of different cultures, languages, and technologies, ultimately enhancing the online experiences of customers worldwide.Rate this question:
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- 29.
What is the technology driven area called when customers want to talk to a CSR only if they cannot successfully address their situations electronically themselves?
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Call Center
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E-Business
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Customer Contact Center
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All of the Above
Correct Answer
A. Customer Contact CenterExplanation
A customer contact center is a technology-driven area where customers can reach out to a CSR (Customer Service Representative) only if they are unable to resolve their issues electronically. This means that customers have the option to try to address their situations themselves using electronic means, such as self-service options or online support, before seeking assistance from a CSR. The term "customer contact center" encompasses various channels of communication, including phone calls, emails, live chats, and social media interactions, allowing customers to choose the most convenient method to contact a CSR when needed.Rate this question:
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- 30.
Customer Service, Civil Rights of 1964, Biases, Attitudes, Telephone Tag, Baby Boomers, Planning, Blog, Collective Cultures, Instant Interaction Technology, economic, and sociocultural are important _____ because of today's marketing environment.
Correct Answer
Attitudes, attitudes, Attitude, attitude
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Mar 21, 2023Quiz Edited by
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Nov 21, 2011Quiz Created by
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