The use of graphics (charts) never gets in the way of effective communication.
a. True
b. False
Indicate whether the statement is true or false
Question 2________ is NOT an acceptable part of a process for delivering exceptional customer service.
a. Resolving problems on first contact
b. Knowing your consumer
c. Locating and assigning blame for the problem
d. None of these is correct.
Question 3When presenting the oral research report, the conclusions should always be stated after the results have been presented.
a. True
b. False
Indicate whether the statement is true or false
Question 4Which of the following is a true statement about customer service at Eddie Bauer?
a. It is successful because of ties to its retail stores.
b. Customer service was a principle espoused by the original founder.
c. There was a successful customer service initiative when it first built its website.
d. All of these are correct.
Question 5In general, it is better to have too little technical detail than too much in an oral report.
a. True
b. False
Indicate whether the statement is true or false
Question 6Consumers prefer self-service when:
a. it has nothing to do with technology.
b. when it works properly to meet their needs.
c. when there are no other reasonable alternatives.
d. they have severe anger.
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