Regardless of what a company does to make a profit in terms of the product or service it provides, the company is also in the business of providing customer service. True False

Giving somebody power or authority is referred to as customer perception. customer turnoff. customer loyalty. empowerment.

Disappointed customers will leave an organization and take their business elsewhere, and poor service is responsible for much of the disappointment experienced by customers. True False

Workers who do not have a very specific service skill set are still great candidates for the position of customer service representative. True False

A baseline standard is the minimum level of service it takes to satisfy customers under ordinary circumstances. True False

Which turnoff occurrences are most often associated with poor customer service? value turnoffs system turnoffs people turnoffs all of the above

Customer-centric organizations make every effort to avoid customer turnoffs in their quest for customer loyalty. True False

Customer loyalty cannot be earned. True False

In some companies, superior service just happens naturally. True False

True empowerment means that employees can bend the rules to do whatever they have to do (within legal bounds) to take care of the customer. True False

Most people shift from one supplier to another because of dissatisfaction with service, not price or product offerings. True False

The best way for a company to survive in the current marketplace is to raise prices and target only those customers who can afford to pay them. True False

Taking initiative, being optimistic and tolerating frustration well are all characteristics of an exceptional CSR. True False