Jakarta International Customer Service Institute (JICSI)

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PRE-TEST CUSTOMER SERVICE ACADEMY CHAPTER-1

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Before reviewing the content of the chapter, respond to the following statementsby placing a “T” for true or an “F” for false on the rules. Use any question you miss as a checklist of material to which you will pay particular attention as you read throught the chapter.

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1. The concept of customer service evolved from the practice of selling wares in small general stores, off the back of wagons, or out of the home.

 
 

2. The migration from other occupation to the service industry is a recent trend and started in the late 1970s

 
 

3. One reason for the shift from a manufacturing to a customer service-dominated society is more stringent government regulations.

 
 

4. As more women have entered the workforce, the demand for personal services has increased.

 
 

5. Advances in technology have created a need for more employees in manufacturing business

 
 

6. Because of increasing income related to service, women often now have more disposable income as consumers that they did in the past

 
 

7. As a result of deregulation in a variety of industries, compentition has slowed

 
 

8. Quality customer service organizations recruit, select, and train qualified people

 
 

9. Luckily, the recent recession had little impact on the service industry

 
 

10. To determine whether delivery needs are being met, organization must examine industry standards, customer expectations, capabilities, costs, and current and projected requirements

 
 

11. There are two customer types with which service representatives must interact

 
 

12. An organizations “culture” is what the customer experinces.