Question 7 (2 points) In-house Customer Service (CS) departments are usually use
ID: 413815 • Letter: Q
Question
Question 7 (2 points)
In-house Customer Service (CS) departments are usually used when which of the following circumstances applies?
Question 7 options:
When the company cannot find sufficient firms willing to take on their CS department
When a company‘s product or service is simplistic
When a company wants to protect intellectual property
When a company has an undifferentiated product or service from the competition
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Question 8 (2 points)
When is self-service customer service recommended?
Question 8 options:
When a customer is familiar with the product and website
When a customer is new to the product or service
When a customer is looking for a catalog item or service
When the website caters to some Internet savvy individuals
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Question 9 (2 points)
If a simple service start-up company has a limited budget and mostly daytime customer service calls, what would be the most likely preferred combination to address their straight forward customer service needs while showing customers they are valued?
Question 9 options:
A daytime phone line and after hours self-service
In-house call center, and after hours call center offshored
Outsourcing to another firm completely
Day time live chat and after hours call-center outsourced
When the company cannot find sufficient firms willing to take on their CS department
When a company‘s product or service is simplistic
When a company wants to protect intellectual property
When a company has an undifferentiated product or service from the competition
Explanation / Answer
7) When a company wants to protect intellectual property
The in-house customer service is crucial to protect intellectual protect and not leak confidential data outside. It has nothing to do with simplistic product or undifferentiated service
8) When a customer is familiar with the product and website
In such case, there is no need of assistance and customer can search on own. In case of new product, it is not possible to have self service
9) A day time phone line and after hours self-service
This is essential as the company has limited budget. Moreover, as mostly calls are received in daytime, the query can be handled over phone
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