Customer Service Operations - Learning Block 1 Practice Questions

Question 1

What is customer relationship management?

Answer 1

It is an approach to reducing costs and increasing profitability by improving customer loyalty

Question 2

Customer service can be defined as the overall process or strategy that an organization employs to:

Answer 2

Create customer satisfaction

Question 3

What is a major challenge associated with collaborative relationships?

Answer 3

Organizations must spend time developing the relationship as opposed to other value-adding activities

Question 4

Transactional relationships in a supply chain are also called:

Answer 4

Arm’s-length relationships

Question 5

Which of the following terms best describes an approach that seeks to build long-term value by ensuring that every part of an organization understands its role in serving the customer?

Answer 5

Customer life cycle management

Question 6

What are the three general types of relationships in the supply chain?

Answer 6

Transactional, collaborative, and strategic

Question 7

What are the key steps or stages of customer life cycle management (CLM)?

Answer 7

Identifying, gaining, managing, and keeping customers

Question 8

Which of the following describes two or more organizations cooperating and modifying their business objectives and practices to achieve joint long-term goals and objectives?

Answer 8

Strategic alliance

Question 9

What are three main categories of performance measures for evaluating customer service performance?

Answer 9

Delivery, cost, and quality

Question 10

When should time be devoted to customers to ensure good maintenance of relationships?

Answer 10

Before, during, and after the sale