These days, many customer service representatives we talk to over the phone are based in India. Which of the following terms applies to this phenomenon?

the death of distance More test answers on https://studyhippo.com/sociology-ch10-ch11/

Delnisha, a customer service representative for the manufacturer of Marathon brand faucets, receives a large order from a small contractor. Which of the following is the BEST way for Delnisha to begin a message saying the company does not sell directly to end users?

Thank you very much for your order. Unfortunately, we will not be able to fill it. More test answers on https://studyhippo.com/communications-ch-7/

Dan has a marketing degree and has experience as a call center operator. He takes a position in which he responds to customer complaints, customer emails, and other postings via email. Dan’s position can be described as aNo Select one: a. online customer service representative. b. search engine marketing associate. c. blogger. d. community manager. e. social media strategist.

online customer service representative More test answers on https://studyhippo.com/bus-346-chapter-3/

A customer enters a business and joins the one line that snakes back and forth through the lobby in order to receive service. The initial part of the service is performed by one customer service representative, after which the customer enters a second, shorter line to complete the service before leaving the establishment. Which description of this waiting line system is appropriate?

single channel, multiple phase More test answers on https://studyhippo.com/essay-chapter-6-supply-management/

Scenario: You are head of the IT department for a kitchen appliance distributor. You are meeting with the head of customer service to explore ways to allow customers to request customer service calls more efficiently and at a lower cost to the firm. The current process requires customers to call a toll-free number and speak to a customer service representative to schedule an appointment. This process often leads to customer complaints when they can’t get through to a representative without waiting for long periods of time. The customer service head tells you that she would like to implement a process using social media that would allow customers to do the following: Communicate their need for service without needing to speak to a representative over the phone. The customer would be prompted for all the relevant information about their appliance and the service issue they have. Check available appointment times for service calls in their area over the Internet or on their mobile phones. The customers can then choose a day and time that they would like to have a service call. The customer’s service request would then be automatically routed to the closest available technician in their area. The service technician would accept the service call and send a confirmation to the customer. You acknowledge to the customer service head that what she is asking for can be accomplished with social media tools, but the right tool must be selected. Which of the following social media tools would you recommend using to address the objectives the customer service head has articulated?

An app would be the most effective social media tool to address these objectives. More test answers on https://studyhippo.com/basic-marketing-chapter-3-and-4/

Raul purchased a microwave oven. He brought it home, plugged it in and nothing happened. Bummer. So he immediately returned it. The customer service representative was unwilling to let Raul return the microwave saying that they did not allow returns on electronic merchandise. Raul pointed out that even though there is nothing in writing, _________________ means that if the microwave doesn’t work he can return it. Period. End of story.

The implied warranty of merchantability More test answers on https://studyhippo.com/mini-test-6/

A customer service representative for a large financial institution noticed that several of the bank’s customers had recently closed accounts and paid off loans long before the loans were due. He also noticed that most of the customers had closed their accounts shortly after a competitor had opened a new branch nearby. The fundamental source of this marketing problem might best be `described as:

an unplanned change in the marketing environment. More test answers on https://studyhippo.com/525-ch-2/

Which of the following is an example of a dynamic process? A) Samsung accepts a return of a defective television from its dealer. B) Starbucks places an order for coffee beans from its local supplier. C) Amazon.com hires customer service representatives to help customers with their online order. D) Nike uses Facebook and Twitter to generate buzz about its new line of running shoes.

D More test answers on https://studyhippo.com/mis-101-c-7/

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Customer Service Representative Flashcards, test questions and answers

Discover flashcards, test exam answers, and assignments to help you learn more about Customer Service Representative and other subjects. Don’t miss the chance to use them for more effective college education. Use our database of questions and answers on Customer Service Representative and get quick solutions for your test.

What is Customer Service Representative?

A Customer Service Representative is a vital part of any successful business. They are responsible for assisting customers with their inquiries, providing helpful information and maintaining customer satisfaction. Effective customer service representatives must have excellent communication skills, be able to handle difficult situations and work well with others. The primary role of a Customer Service Representative is to ensure that customers receive the best possible experience when dealing with their organization. This involves helping customers find the right product or service, addressing any concerns they may have and helping them feel comfortable with their purchase. They will also provide information on products or services the company offers, and help resolve any problems that may arise during transactions. In order to do this effectively, they must possess strong problem-solving skills as well as an understanding of how the company works. Customer Service Representatives must also be able to handle difficult conversations and provide empathy when necessary. They must remain professional at all times and exercise patience in order to maintain customer satisfaction levels while also adhering to company policies. Additionally, representatives should be knowledgeable about company procedures so that they can refer customers properly if necessary. In addition to understanding customer needs and resolving issues quickly, it is important for Customer Service Representatives to stay up-to-date on current trends in their industry so that they can better assist customers when needed. Additionally, representatives should be able to use technology effectively in order to more efficiently answer questions or solve problems faced by customers quickly and accurately. Customer Service Representatives play an essential role in ensuring customer satisfaction levels remain high throughout their organization’s interactions with its clients which, ultimately leads to higher profits for businesses who employ them successfully.

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