Providing excellent experience for customers requires:

Providing excellent experience for customers requires:
 a. engaged employees.
  b. revision of the company website.
  c. using technology to meet customer needs.
  d. giving customers their money back.

Question 2

The bar chart serves in some ways as a dynamic pie chart.
 a. True
  b. False
 Indicate whether the statement is true or false

Question 3

Jon and Jamie, co-owners of a fencing equipment company, disagree as to whether the company should invest in a self-service application for customer service on their website. Jon thinks that self-service is the future of customer service, while Jamie holds that people nowadays still want to talk to a live human to resolve their problems. Which of the following statements is accurate?
 a. Both partners are correct, so the right decision depends on the unique circumstances of their company.
  b. Jamie is right that customers don't want self-service, so implementing it would be a bad idea.
  c. Jamie is right that customers don't want self-service, but the company should implement it anyway to save money.
  d. Jamie is wrong in his belief that today's customers don't want self-service, so it's a valid option to consider.

Question 4

Graphics should be used only to illustrate key findings and when they allow insights into data that might not be seen otherwise.
 a. True
  b. False
 Indicate whether the statement is true or false

Question 5

________ is the result of analysis and segmentation by customer value.
 a. Proactive customer service
  b. Automated customer service
  c. Differentiated customer service
  d. None of these is correct.

Question 6

When giving the oral presentation, it is recommended to use no more than a quarter of the time for the formal presentation, saving the rest for questions and answers.
 a. True
  b. False
 Indicate whether the statement is true or false

Question 7

Which of the following is NOT a true statement about providing customer service in social media?
 a. Customer service in social media only works for high technology firms.
  b. Social platforms must be monitored consistently to identify customer problems.
  c. Providing customer service in social media requires a considerable amount of employee time.
  d. Companies can no longer provide excellent customer service without using social media.