Customer Service Quiz CHAPTER 1 1)The concept of customer service evolved from the practice of selling wares in small general stores, off the back of wagons, or out of the home

Customer Service Quiz

CHAPTER 1

1)The concept of customer service evolved from the practice of selling wares in small general stores, off the back of wagons, or out of the home.

2. The migration from other occupations to the service industry is a recent trend and started in the late 1970s.
3. One reason for the shift from a manufacturing to a customer service–dominated society is more stringent government regulations.
4. As more women have entered the workforce, the demand for personal services has increased.
5. Advances in technology have created a need for more employees in manufacturing businesses.
6. Because of increasing income related to their employment, women often now have more disposable income as consumers than they did in the past.
7. As a result of deregulation in a variety of industries, competition has slowed.
8. Quality customer service organizations seek to actively recruit, select, and train qualified people.
9. Luckily, the worldwide recession had little impact on the service industry.
10. To determine whether delivery needs are being met, organizations must examine industry standards, customer expectations, capabilities, costs, and current and projected requirements.
11. There are two customer types with which service representatives must interact.
12. An organization’s “culture” is what the customer experiences.