Test Bank for Customer Service Skills for Success, 8th Edition by Robert Lucas Chapter 1-13 Answer are at the End of Each Chapter
Chapter 1 Student name:__________ 1) The goals of providing customer service are the same in their focus despite the differences
between organizations. ⊚ true ⊚ false
2) Customer service is the ability of knowledgeable and capable employees to deliver products
to their external and internal customers. ⊚ true ⊚ false
3) The ultimate goal of customer relationship management is customer loyalty. ⊚ true ⊚ false
4) Internet service providers are an example of organizations that provide both products and
services. ⊚ true ⊚ false
5) According to the Census Bureau and the Bureau of Labor Statistics, state and local
governments are classified as belonging to the service sector while the federal government is not. ⊚ true ⊚ false
1