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GE125 MOA
Customer Service. A Practical Approach 6th Ed. (Elaine K. Harris)
| Definition | Term |
|---|---|
| The way we see things based on our experience. | perception |
| This phrase usually follows the word "Hi" | How may I help you? |
| This is a customer's most basic requirement of any interaction. | primary expectations. |
| Customer's overall feeling of contentment with a customer interaction. | customer satisfaction. |
| The drive we have that causes us to behave a certain way. | motivation. |
| Characteristics about a company, such as how many employees they have, the kind of business they are, and whether they are retail, wholesale, or a service provider. | firmographic information. |
| These are expectations based on our previous experiences that are enhancements to our primary expectations. | secondary expectations. |
| Type of chart used to chart each step of a process to assist in determining why a problem is occuring. | flowchart. |
| The process in which information, ideas, and understanding are shared between two or more people. | communication. |
| "What up bro?" is an example of a phrase using what type of wording? | slang. |
| Characteristics including age, income, and marital status. | demographic information. |
| Customers have an expectation that a service provider can make a variety of decisions based on being given this. | empowerment. |
| A bank visit might turn you into this type of customer. | high-touch customer |
| These are the things that we desire. | wants |
| Phrases used on social media sites that depict a negative impression of a company can damage this. | reputation. |
| both customers and service providers have this attribute. It allows us to understand what someone is experiencing and how we may be able to assist. | empathy |
| If a customers expectations are not met or exceeded, we may lose out on this. | customer satisfaction |
| This system allows calls to be routed to the next available service provider. | automatic call distribution |
| Why an organization exists. | purpose |
| "I forgot to make a payment" or "This is someone else's fault my bill isn't paid on time" are examples of what type of customer? | immature customers |
| These characteristics allow customers to be categorized according to demographic, psychographic, or firmographic information. | customer attributes |
| This is our ability to influence others based on our perceptions or expectations. | scope of influence |
| The net present value of the profits a customer generates times the average customer lifespan | customer lifetime value. |
| Number of customer defections over number of new customers. | churn |
| Customers who left over customers we had. | defection rate. |
| An individual or groups feelings or attitudes toward a job, supervisor, or company. | morale |
| The way in which a person sees themselves and thinks that others see them. | self-concept |
| The ability to influence others | leadership |
| the process of gathering information, building a historical database, and developing and understanding of current, potential, and lapsed customers. | customer intelligence. |
| The values, beliefs, and norms shared by a group of people | culture |
| Made up of a combination of our current knowledge, reputation, and professionalism. | credibility |
| our personal vision of the result that will come from our experience. | expectation |
| Information about a customer that includes lifestyles, modes of living, needs, motives and attitudes. | psychographic information |
| Anything we do for the customer that enhances the customer experience. | customer service |
| Customers we do business with outside the organization. | external customers |
| The people we work with throughout our organization | internal customers |
| A combination of our beliefs, perceptions, and ideas about the appropriate response to a situation. | values |
| A set of principles that govern the conduct of an individual or group. | ethics |
| An active resolution to a challenging situation | problem solving |
| A hostile encounter that occurs as a result of opposing needs, wishes, or ideas. | conflict |
| The evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial. | negotiation |
| A plan for positive action | strategy |
| Finding a recognizable direction to focus on. | planning |
| Dividing customers into groups with similar characteristics | market segmentation |
| To enable or permit customer service providers to make a range of decisions to assist their customers | empowerment |
| The means by which the organization will fulfill its purpose | mission |
| When customers participate in providing at least a part of their own customer service | coproduction |
| Customers using systems in place to meet their own service needs at a level that results in satisfaction. | self-sufficiency |
| Method of communication that uses tone and inflection of voice, facial expressions, posture, and eye contact. | Nonverbal expression |
| Those customers with problems, questions, fears, and personalities that require us to work to achieve true communication. | challenging customers |
| Assessing a situation and determining who should have responsibility and who really does have the responsibility. | responsibility check |
| An individual evaluation in which individual strengths and weaknesses are identified. | self-assessment |
| Working together to improve the efficiency of the whole. | teamwork |
| The continuous attempt to satisfy and keep current customers actively involved in conducting business. | customer retention |
Created by:
anotherstudent
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