The beliefs about service a customer has before a transaction are called customer influences. customer perceptions. customer expectations. customer profiles.

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

When hiring customer service professionals, companies should look for a helping attitude. True False

An episode in which a customer comes in contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression is called a moment of truth. empowerment. a first impression. none of the abov...

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

Companies typically do not look for a variety of character traits, abilities, and experience levels for customer service jobs because the job is easy. True False

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

Which duty is not included in a CSR job description? Helps develop and maintain customer loyalty Provides in-house support for salespeople whenever a customer requires information or assistance Represents the customer's interests...

A customer says, "I didn't get my money's worth on this product." This is called a(n) value turnoff. system turnoff. organizational turnoff. people turnoff.

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

Service is easily managed because it doesn't involve many variables. True False

The best way to maximize the value of a positive first impression is to reinforce it with favorable experiences throughout the course of future interactions. True False

The CSR's role, in general, is to answer questions, solve problems, take orders, resolve complaints, and share customer concerns with management. True False