1. In-house Customer Service (CS) departments are usually used when which of the following circumstances applies?
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
2. When is self-service customer service recommended?
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
3. 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?
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