Answer to Question 1
TRUE
Communication is vital to any effective customer-service program. Employees should let
customers know that they are eager to help them.
Answer to Question 2
The devices and technologies available today can accomplish so much, but new tools are
constantly being developed. Technology keeps improving and becoming a more integral part
of our lives.
a) Portability: As devices continue to become more powerful, they also become more portable.
New models of computers, tablets, and smartphones offer not only more functions but also
smaller size. A current trend in laptops is to make them as thin and lightweight as possible.
Many of these laptops, sometimes called ultrabooks, are less than 5 pounds and have the
processing power of a stand-alone computer.
b) Responsiveness: Computers are moving beyond the standard concept of a desktop or
laptop machine. Touch screens have made a huge impact. Many people's primary devices
feature touch screens. Using touch screens is incredibly intuitive; even people with no
computer experience can immediately use a smartphone with a touch screen. Touch screens
are making their way into more devices and even merging with standard laptops, providing the
best of both worlds.
c) Innovations: As technology evolves and research advances, smarter technology will make
its way to the market. Developments in artificial intelligence and speech recognition can lead
to more interactive devices.
d) Connections Beyond the Computer: The computer is the primary piece of technology for
both the home and the office. However, this is changing. Someday, there could be something
like ubiquitous computing, which means that no matter where you are, technology is there to
connect you. On the same note, eventually the Internet will be everywhere. It is already
available in many public locations, but ultimately it will be available no matter where you are.
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Example of an employee setup screen in a computerized payroll program.
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