A stratum chart is equivalent to a line chart.
a. True
b. False
Indicate whether the statement is true or false
Question 2________ is the most expensive of the customer service techniques listed below.
a. A telephone call handled by a live service rep
b. An email handled by a live service rep
c. Live chat on the web
d. Web self-service
Question 3Pie charts are useful for illustrating trend relationships.
a. True
b. False
Indicate whether the statement is true or false
Question 4________ represents the final stage in the evolution of customer services practices within an enterprise.
a. Moving some customer service activities to the web
b. Anticipating and delivering service and support before the customer recognizes the need
c. Providing live customer service
d. Online real-time video chat with a live customer service representative
Question 5Which of the following pairs of charts are used for similar purposes?
a. Pie chart and one-scale bar chart
b. Line chart and two-scale bar chart
c. Stratum chart and divided bar chart
d. Both a and b are correct.
e. a, b, and c are correct.
Question 6Which of the following is NOT a way that consumers expect to access a firm for customer service and support issues?
a. Contacting a telephone call center
b. Contacting the business by email
c. Reading the product manual
d. Chatting online with a representative
Question 7When the variable you need to present contains more than about five or six levels, which type of graphic or chart should you avoid using to depict it?
a. Stacked bar chart
b. Pie chart
c. Table
d. Stratum chart
e. Pictogram with different symbols for each level
Question 8Which of the following is a true statement about what consumers want compared to what they usually get in terms of customer service?
a. The first thing they want is their money back
b. There is a wide gap between what customers want and what they get
c. They want to be able to submit negative product reviews
d. All of these are correct.
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