Vocabulary and quiz

1) accessing information, good, or services through website

2) customer relationship management software

3) tells customer when to expect a callback

4) telecommunication device for the deaf

5) voice over internet protocol

6) caller identification system

7) software to convert spoken language to words

8) move business to another country/contract with 3rd party

9) accessing information, goods, or services through website

10) remote storage of user data

Highlight whether the statement is True or False

Many organizations think of technology as a way to reduce staff and save money.

· True

· False

Because of the cost of technology, small businesses cannot effectively benefit from its use as a customer service tool.

· True

· False

To ensure accurate communication has taken place, you should summarize key points

at the end of a telephone communication.

· True

· False

A Customer Service Representative may also have a title of: Associate, Sales

Representative, Consumer Affairs Counselor, Technical Service Representative,

or Account Executive.

· True

· False

Jargon, slang, and colloquialisms can distort message meanings.

· True

· False

Businesses have not yet learned to harness the power of web-based and mobile technologies to service their customers.

· True

· False

Using voice mail to answer calls is an effective way to avoid interruptions while you are speaking to a customer.

· True

· False

E-commerce is a term that means that the commerce of the US is in excellent condition.

· True

· False

Planning calls and the information you will leave on a voice mail is an effective way to avoid service breakdowns.

· True

· False

One way to improve your image on the telephone is to continually evaluate your speech.

· True