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Customer Relations 2
| Term | Definition |
|---|---|
| Brand Identity | Includes the logo |
| Active Listening | An ongoing process of analyzing and evaluating what another person is saying in an effort to completely understand the speaker's feelings or the true meaning of the message. |
| Added Value | The basic product extras or services offered by an organization to its customers. Represents extra benefits that keep customers loyal. |
| Brand Promise | A statement of enduring |
| Client | Customer of a professional service provider |
| Competitor | Most organizations are not the only ones that provide particular products or services. A rival business or a company that provides similar products or services are in competition for customers. |
| Complaint | An expression that a situation is unacceptable or unsatisfactory. |
| Conflict | Friction or opposition resulting from actual or perceived differences or incompatibilities. |
| Consistent Service | Providing the same quality and type of service every time. Consistent service allows a consumer to rely on a business to meet a particular need. This also encourages increased loyalty. |
| Cultural Differences | The integrated and maintained system of socially acquired values |
| Customer Centric | The act of keeping the customer central to the organization's goals and actions; always putting the customer first. |
| Customer Lifetime Value (CLV) | A prediction of the potential profits a customer will give to a company during the duration of the relationship. |
| Customer Loyalty | Occurs when a customer does business almost exclusively with one organization within an industry. |
| Customer Relations | The relationship that a business has with its customer and the way in which the business treats them. |
| Customer Relationship Management (CRM) | Strategies for managing and nurturing a company's interactions with customers |
| Customer Rights | Legal rights granted by the government once a person has been recognized as a "customer." |
| Customer Service | The provision of service to customers before |
| Customer-Centric | The act of keeping the customer central to the organization's goals and actions; always putting the customer first. |
| Customer | An individual |
| Data-Mining | Analyzing data to reveal previously undiscovered trends or patterns; used especially in CRM systems. |
| Database | A computerized collection of information stored in one place. |
| Decentralization | Giving a wider range of employees the power to make decisions. |
| Empathy | The understanding of another individual's point of view or feelings. |
| Ethics | Moral principles that govern a person's thoughts on what is right and wrong. |
| FAQ | Stands for Frequently Asked Questions. This page is a form of "self- customer service". |
| Feedback | Information about a customer's thoughts or reactions to a product |
| Follow-up | Further action to re-connect with a customer after a previous communication or service. |
| Image | The general idea or reputation that the public has of a product |
| Inquiry | A request for information; a question. |
| Lead | When a potential customer has shown some interest in your brand or product |
| Marketing | A coordination of business activities to provide goods and services to meet the wants and needs of customers. |
| Match | One of the 3 M's. This includes paying attention to your counterpart's breathing |
| Mindset | An attitude |
| Mirror | One of the 3 M's. Observe your counterpart's body language and their movements. Notice their nonverbal cues and work to move similarly to them. |
| Motivate | One of the 3 M's. Ask open ended questions in order to find a client's true thoughts and/or feelings. Find what matters to your client. |
| Policy | General rules or practices established within a business. |
| Rapport | A harmonious relationship in which there is a foundation of trust and understanding between both parties. |
| Responsive | Acting immediately and readily to problems and requests. |
| Retention | Keeping as many customer as possible; for example |
| Service Orientation | The ability and desire to anticipate |
| Social Differences | The differences among individuals on the basis of social characteristics and qualities. Such differences would include class |
| Touch Point | Any available time or place where a customer comes into contact with the brand/company. |
| Warranty | A written guarantee by the producer of a product or service regarding the products integrity and manufacturer's responsibility for repair or replacement. |
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