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customer service
Chapter9-10
| Question | Answer |
|---|---|
| Technical Assistance Research Program | An Arlington, Virginia, based firm specializing in customer service research studies for call centers and many other industries. |
| touch point | Any instance in which a service provider or organization (e.g., face to face, in writing, through technology) comes in contact with a customer; it is an opportunity to influence customer loyalty and enhance the customer |
| total quality management (TQM) and continuous quality improvement (CQI) | A systematic approach to identifying and quantifying best practices in an organization and/or industry in order to make improvements in effectiveness and efficiency. |
| trust | Key element in cementing interpersonal relationships. |
| telephone typewriter systems (TTY) | A typewriter-type device used by people with hearing disabilities for typing messages back and forth via telephone lines. [Also known as telephone device for the disabled (TDD).] |
| spamming or spam | An abusive use of various electronic messaging systems and technology to send unsolicited and indiscriminant bulk messages to people (also used with instant messaging, Web search engines, blogs, and other formats). |
| screen pop-ups | Small screen images that are programmed to appear on someone's computer monitor when a website is accessed. |
| voice response unit (VRU) | System that allows customers to call 24 hours a day, 7 days a week by keying a series of numbers on the telephone keypad in order to get information or answers to questions. |
| relationship-rating point scale | The mental rating system that customers apply to service and service providers. Ratings range from exemplary to unsatisfactory, with average being assigned when service occurs as expected. |
| predictive dialing system | Technology that automatically places outgoing calls and delivers incoming calls to the next available service representative in a call center. |
| offshoring | Refers to the relocation of business services from one country to another (e.g. services, production, and manufacturing). |
| online information fulfillment system | Technology that allows a customer to access an organization's website and click on desired information without having to interact with a service provider |
| moment of truth | A phrase popularized by Scandinavian Airlines System President Jan Carlzon in his popular 1987 book of the same name. A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organization. |
| media blending | Technology that allows a service provider to communicate with a customer via telephone while at the same time displaying information to the customer over the computer. |
| relationship-rating points | Values mentally assigned by customers to a service provider and his or her organization. They are based on a number of factors starting with initial impressions and subsequently by the quality and level of service provided |
| Internet callback | Technology that allows someone browsing the Internet to key a prompt on a website and have a service representative call a phone number provided |
| Internet telephony | Technology that allows people to talk to one another via the Internet as if they were on a regular telephone. |
| interactive voice response (IVR) system | Technology that allows customers to call an organization 24 hours a day, 7 days a week to get information from recorded messages or a computer by keying a series of numbers on the telephone keypad in response to questions or prompts |
| planning process model | Five-step process for creating contingency or backup plans to better serve customers when problems arise or things do not go as expected. |
| offshoring | Refers to the relocation of business services from one country to another (e.g. services, production, and manufacturing). |
| online information fulfillment system | Technology that allows a customer to access an organization's website and click on desired information without having to interact with a service provider. |
| emotions (emotional icons) | Humorous characters that send visual messages such as smiling or frowning. They are created with various strokes of the computer keyboard characters and symbols. |
| electronic mail (e-mail) | System used to transmit messages around the Internet. |
| customer satisfaction | The feeling of a person whose needs have been met by an organization. |
| customer loyalty . | Term used to describe the tendency of customers to return to a product or organization regularly because of the service and satisfaction they receive. |
| customer relationships . | The practice of building and maintaining ongoing friendships with customers in an effort to make them feel comfortable with an organization and its service providers and to enhance customer loyalty. |
| customer retention . | The ongoing effort by an organization to meet customer needs and desires in an effort to build long-term relationships and keep them for life. |
| code of ethics . | A set of standards, often developed by employees, which guide the conduct of all employees. |
| computer telephony integration (CTI) . | A system that integrates a representative's computer and phone to facilitate the automatic retrieval of customer records and other information needed to satisfy a customer's needs and requests. |
| contingency plans | Backup systems or procedures that are implemented when regular ones break down or fail to function as intended. |
| contact points . | Instances in which a customer connects with a service provider or some other aspect of an organization. |
| churn | The process of a customer switching between products or companies, often simply to get a better price, rebate, or warranty. |
| cost of dissatisfied customers | Phrase that refers to any formula used to calculate the cost of acquiring a new customer or replacing a current one as a result of having a dissatisfied customer leave an organization. |
| facsimile (fax) machine . | Equipment that converts printed words and graphics into electronic signals and allows them to be transmitted across telephone lines then reassembled into a facsimile of the words and graphics on the receiving end. |
| fee-based 900 number back to the caller's local telephone bill. | A premium telephone number provided by organizations and individuals that, when called, can provide information and services that are billed back to the caller's local telephone bill. |
| help desk | Term used to describe a service provider trained and assigned to assist customers with questions, problems, or suggestions. |
| blind transfer | The practice of transferring an incoming caller to another telephone number and hanging up once someone answers without announcing who is calling |
| automated attendants | Provide callers with a menu of options from which they can select by pressing a key on their telephone keypad. |
| automatic call distribution (ACD) system providers. | Telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers. |
| automatic number identification (ANI) system assistance. | A form of caller identification system similar to home telephone caller ID systems. ANI allows incoming customers to be identified on a computer screen with background information so that they can be routed to an appropriate service representative for ass |
| Churn rate | Refers to the number of customers who leaves a supplier doing a given time period. It is often an indicator of customer dissatisfaction, better target marketing and sales efforts or better or cheaper pricing by competitors, or factors related to servic |
| Customer Service Relationship Management(CRM) | The concept of identifying customer needs; understanding and influencing customers behavior through ongoing communication strategies and an effort to acquire, retain, and satisfy the customer. |
| Fax on Demand | Technology that allows information, such as a form, stored in a computer to be requested electronically via a telephone and transmitted to a customer. |
Created by:
brown051660