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25 Cards in this Set
- Front
- Back
There was no CSS until
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1965
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with the advent of the mass merchandisers, the institution of what might be called
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creative marketing
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the availability of a factory expert
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help desk
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Apple Computer was fined by the US government when it was found that the company
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had established a policy of no help for consumers
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Solved the service problem by offering to exchange products with no questions asked
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walmart
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set up to handle service on products sold by mass merchandisers
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authorized service centers
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recognized in the late 70s that techs were short on customer relations
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Group of manufacturers from the Northwest
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Soft Skills
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customer relations, coworkers relations, personal appearance, hygiene
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Customer Relations Management became a
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corporate phrase
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proposed a Customer Service Specialist Certification Program, chairman of ETA, 1990
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Don Howell
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program to set standards for how one is supposed to act if he or she is working in customer service
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CSS
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EIA
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Electronic Industry Association
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early 1990's, EIA received a
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grant for entry level technicians
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The major difference in the EIA skills standards and those already existing in ETA and ISCET, was the inclusion of ________with the technical competencies
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soft skills
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what year did state funded schools started a a program in CSS type concepts
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1999
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The CSS testing program was started in
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1990
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The CSS exam contains many electronics technical questions
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false
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The CSS exam (in 2007) contained how many questions?
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100
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Nearly all adults already know all of the concepts of the CSS program, but just don't apply them
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false
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the concepts of offering a customer service skills program was originally proposed by
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large manufacturing companies in Washington state
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Changes in the motivation to give good customer service occurred when high tech products proliferated
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true
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Customer service problems were shifted around in the 70's and 80's as a cost cutting policy by many major companies
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true
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soft skills such of those taught in the CSS courses can't be learned
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false
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some companies pay those with CSS certificates more than ordinary workers
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true
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including CSS type training concepts in technical training programs usually short changes CSS and soft skills
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true
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