Chapter 1 Customer Service Specialist

Front 1

There was no CSS until

Back 1

1965

Front 2

with the advent of the mass merchandisers, the institution of what might be called

Back 2

creative marketing

Front 3

the availability of a factory expert

Back 3

help desk

Front 4

Apple Computer was fined by the US government when it was found that the company

Back 4

had established a policy of no help for consumers

Front 5

Solved the service problem by offering to exchange products with no questions asked

Back 5

walmart

Front 6

set up to handle service on products sold by mass merchandisers

Back 6

authorized service centers

Front 7

recognized in the late 70s that techs were short on customer relations

Back 7

Group of manufacturers from the Northwest

Front 8

Soft Skills

Back 8

customer relations, coworkers relations, personal appearance, hygiene

Front 9

Customer Relations Management became a

Back 9

corporate phrase

Front 10

proposed a Customer Service Specialist Certification Program, chairman of ETA, 1990

Back 10

Don Howell

Front 11

program to set standards for how one is supposed to act if he or she is working in customer service

Back 11

CSS

Front 12

EIA

Back 12

Electronic Industry Association

Front 13

early 1990's, EIA received a

Back 13

grant for entry level technicians

Front 14

The major difference in the EIA skills standards and those already existing in ETA and ISCET, was the inclusion of ________with the technical competencies

Back 14

soft skills

Front 15

what year did state funded schools started a a program in CSS type concepts

Back 15

1999

Front 16

The CSS testing program was started in

Back 16

1990

Front 17

The CSS exam contains many electronics technical questions

Back 17

false

Front 18

The CSS exam (in 2007) contained how many questions?

Back 18

100

Front 19

Nearly all adults already know all of the concepts of the CSS program, but just don't apply them

Back 19

false

Front 20

the concepts of offering a customer service skills program was originally proposed by

Back 20

large manufacturing companies in Washington state

Front 21

Changes in the motivation to give good customer service occurred when high tech products proliferated

Back 21

true

Front 22

Customer service problems were shifted around in the 70's and 80's as a cost cutting policy by many major companies

Back 22

true

Front 23

soft skills such of those taught in the CSS courses can't be learned

Back 23

false

Front 24

some companies pay those with CSS certificates more than ordinary workers

Back 24

true

Front 25

including CSS type training concepts in technical training programs usually short changes CSS and soft skills

Back 25

true