TEST BANK FOR Customer Service Career Success
Through Customer Loyalty 6TH EDITION BY Paul R.
Timm
Angie's List: Chapter 1 - answer-A review service of companies that hire out
contractors that provides live call center support and help.
blog: Chapter 1 - answer-Also referred to as web logs. A website where entries
are made in journal style and displayed in reverse chronological order. They
contain text, images, and links to other blogs or web pages, and are part of a
wider network of information.
contact point: Chapter 1 * - answer-The method that a customer uses to
communicate with a company.
customer-centric service: Chapter 1 * - answer-A service strategy that puts the
customer first, demonstrating a service-oriented commitment.
customer profile: Chapter 1 - answer-Demographic information that is collected
about customers, explaining who the customers are and what they want in terms
of service.
customer service: Chapter 1 - answer-The process of satisfying the customer,
relative to a product or service, in whatever way the customer defines his or her
need.
, Culture: Chapter 2 - answer-A system of shared values, beliefs, and rituals that are
learned and passed on through generations of families and social groups.
disability: Chapter 2 - answer-A condition caused by an accident, trauma,
genetics, or disease, which may limit a person's mobility, hearing, vision, speech,
or mental function.
driver personality: Chapter 2 - answer-The personality type that wants to save
time, values results, loves being in control, and does things his or her own way.
expressive personalities: Chapter 2 * - answer-The personality type that values
appreciation, enjoys social situations, likes to inspire others, and is extroverted.
Generation X (1965-1980): Chapter 2 - answer-Born between 1965 and 1981, this
generation is verbal, globally aware, street smart, process driven, and technically
adept.
Generation Y (Millennials): Chapter 2 - answer-Born between 1981 and 1990, this
generation uses the Internet as their medium for communicating, entertaining,
and learning.
Generation Z (Gen Z): Chapter 2 * - answer-Born after 1990, this generation uses
the Internet for the majority of their communication, possesses very low verbal
communication skills, and spends much of their formative years in cyberspace.
Through Customer Loyalty 6TH EDITION BY Paul R.
Timm
Angie's List: Chapter 1 - answer-A review service of companies that hire out
contractors that provides live call center support and help.
blog: Chapter 1 - answer-Also referred to as web logs. A website where entries
are made in journal style and displayed in reverse chronological order. They
contain text, images, and links to other blogs or web pages, and are part of a
wider network of information.
contact point: Chapter 1 * - answer-The method that a customer uses to
communicate with a company.
customer-centric service: Chapter 1 * - answer-A service strategy that puts the
customer first, demonstrating a service-oriented commitment.
customer profile: Chapter 1 - answer-Demographic information that is collected
about customers, explaining who the customers are and what they want in terms
of service.
customer service: Chapter 1 - answer-The process of satisfying the customer,
relative to a product or service, in whatever way the customer defines his or her
need.
, Culture: Chapter 2 - answer-A system of shared values, beliefs, and rituals that are
learned and passed on through generations of families and social groups.
disability: Chapter 2 - answer-A condition caused by an accident, trauma,
genetics, or disease, which may limit a person's mobility, hearing, vision, speech,
or mental function.
driver personality: Chapter 2 - answer-The personality type that wants to save
time, values results, loves being in control, and does things his or her own way.
expressive personalities: Chapter 2 * - answer-The personality type that values
appreciation, enjoys social situations, likes to inspire others, and is extroverted.
Generation X (1965-1980): Chapter 2 - answer-Born between 1965 and 1981, this
generation is verbal, globally aware, street smart, process driven, and technically
adept.
Generation Y (Millennials): Chapter 2 - answer-Born between 1981 and 1990, this
generation uses the Internet as their medium for communicating, entertaining,
and learning.
Generation Z (Gen Z): Chapter 2 * - answer-Born after 1990, this generation uses
the Internet for the majority of their communication, possesses very low verbal
communication skills, and spends much of their formative years in cyberspace.
