MKT 3401 Module 3 Article Questions with Correct Answers (Grade
A+)
Question 1: Everyone Hates Customer Service. This is Why. by Sharon Terlep
Answer: Everyone Hates Customer Service. This is Why. by Sharon Terlep
Question 2: In corporate parlance, it's called the "_____________" It's how far customers can be
pushed before their heads explode. From long waits at the airport to rude store clerks to ineffective
helplines, shoddy customer service is a universal frustration. Today, companies crunch data and use
artificial intelligence to determine exactly how angry a customer has to be to bolt.
Answer: breakpoint.
Question 3: Technologies can track how long a customer will wait for a human to answer the phone and
how many ads they will tolerate. This knowledge has contributed to a decline in how customers are
treated, say analysts, consultants and former executives. A smaller number make the counter case: that
companies are using their better read to improve __________________
Answer: the customer experience.
Question 4: Sally Robey reached her breakpoint with ___________ Inc. after six calls and a collective
four hours on the phone with customer-service agents over the price of an unlimited phone plan.
Dogged by overage fees on her family's seven-phone wireless plan, Ms. Robey, a mother of four from
Wilmette, Ill., set out to get a plan with unlimited data. An AT&T cable subscriber and customer since
1988, she eventually got a better deal from _________________ Inc. and returned to AT&T to see if it
would match the rates. AT&T declined.
Answer: AT&T Verizon Communications
Question 5: what concepts are in this scenario? "I said, 'This is ridiculous, you're not doing anything to
keep us,'" Ms. Robey said. The agent, she said, told her: "No, there's nothing I can do." It was only
when Ms. Robey was in the act of switching phone numbers to Verizon from AT&T that the wireless
carrier buckled, she said. "Then they were, like, 'Oh, we want to keep you.' " She endedup staying
because the company gave her what she wanted right before she was about to leave. An AT&T
spokeswoman declined to comment on Ms. Robey's situation but said the company contacted her on the
matter.
Answer: switching (but why) moment of truth, etc. figure out
Question 6: __________, The telecom giant is among the companies employing artificial intelligence to
gauge customers' behavior patterns and personalities to pair them with customer-service agents.
Answer: AT&T
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A+)
Question 1: Everyone Hates Customer Service. This is Why. by Sharon Terlep
Answer: Everyone Hates Customer Service. This is Why. by Sharon Terlep
Question 2: In corporate parlance, it's called the "_____________" It's how far customers can be
pushed before their heads explode. From long waits at the airport to rude store clerks to ineffective
helplines, shoddy customer service is a universal frustration. Today, companies crunch data and use
artificial intelligence to determine exactly how angry a customer has to be to bolt.
Answer: breakpoint.
Question 3: Technologies can track how long a customer will wait for a human to answer the phone and
how many ads they will tolerate. This knowledge has contributed to a decline in how customers are
treated, say analysts, consultants and former executives. A smaller number make the counter case: that
companies are using their better read to improve __________________
Answer: the customer experience.
Question 4: Sally Robey reached her breakpoint with ___________ Inc. after six calls and a collective
four hours on the phone with customer-service agents over the price of an unlimited phone plan.
Dogged by overage fees on her family's seven-phone wireless plan, Ms. Robey, a mother of four from
Wilmette, Ill., set out to get a plan with unlimited data. An AT&T cable subscriber and customer since
1988, she eventually got a better deal from _________________ Inc. and returned to AT&T to see if it
would match the rates. AT&T declined.
Answer: AT&T Verizon Communications
Question 5: what concepts are in this scenario? "I said, 'This is ridiculous, you're not doing anything to
keep us,'" Ms. Robey said. The agent, she said, told her: "No, there's nothing I can do." It was only
when Ms. Robey was in the act of switching phone numbers to Verizon from AT&T that the wireless
carrier buckled, she said. "Then they were, like, 'Oh, we want to keep you.' " She endedup staying
because the company gave her what she wanted right before she was about to leave. An AT&T
spokeswoman declined to comment on Ms. Robey's situation but said the company contacted her on the
matter.
Answer: switching (but why) moment of truth, etc. figure out
Question 6: __________, The telecom giant is among the companies employing artificial intelligence to
gauge customers' behavior patterns and personalities to pair them with customer-service agents.
Answer: AT&T
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