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AOHT DGCS Lesson 4

Guidelines for Customer Service

TermDefinition
accessibility Characterized by being easy to approach or speak with.
adhere (to) Stick to, follow—as in a rule or policy.
alienate Make someone feel alone; drive someone away.
consistency Following the same principles, course, or form.
courtesy Good manners; respectfulness; politeness.
empathy Understanding or experiencing the feelings, thoughts, or attitudes of someone else.
halo effect When the positive feeling resulting from a first impression lasts through subsequent encounters.
hard skills The technical knowledge and information needed to perform a job, such as computer skills and knowledge of administrative policies.
pass the buck Passing responsibility on to someone else (usually undeservedly).
perception Observation or perspective.
soft skills The attitudes or personality traits that can contribute to a person’s success, such as courtesy, listening skills, and so forth. Also known as people skills.
Created by: jandrad123
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