The ways a business builds and maintains positive relationships with its customers.

Assistance and support provided to customers before, during, and after a purchase

customer service mindset

An attitude that focuses on helping customers and creating a positive experience.

A customer's overall impression of a business based on all interactions with it.

customer satisfaction

The degree to which a product, service, or experience meets or exceeds a customer's expectations.

A customer's willingness to continue purchasing from or supporting the same business.

What a company promises customers they can consistently expect from its products, services, and experiences.

The overall impression customers and the public have of a business.

The thoughts, feelings, and perceptions customers associate with a brand.

How effectively an employee completes job responsibilities and represents the business.

A commitment to recognizing customer needs and providing helpful, positive service.

Behaving in a responsible, respectful, and appropriate manner in the workplace.

positive communication

Using respectful, helpful, and solution-focused language when interacting with customers.

Giving full attention to a customer to understand their message, needs, or concerns.

non-verbal communication

Communication without words, including facial expressions, eye contact, gestures, posture, and tone.

A customer's request for information about a product, service, policy, or business.

Products, services, information, or assistance a customer requires or expects.

The ability to recognize and understand another person's feelings or point of view.

Differences in customs, values, communication styles, behaviors, or expectations among groups of people.

A rule or guideline established by a company to help employees make consistent decisions.

customer interaction that requires additional patience, communication, and problem-solving skills.

A customer's expression of dissatisfaction with a product, service, employee, or experience.

The process of responding to and solving a customer's complaint appropriately.

Identifying a customer's problem and determining an appropriate solution.

Actions a business takes to correct a service problem and restore the customer's satisfaction or trust.

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IMC Unit 2 CR

Customer Relations

Term	Definition
customer relations	The ways a business builds and maintains positive relationships with its customers.
customer service	Assistance and support provided to customers before, during, and after a purchase
customer service mindset	An attitude that focuses on helping customers and creating a positive experience.
customer experience	A customer's overall impression of a business based on all interactions with it.
customer satisfaction	The degree to which a product, service, or experience meets or exceeds a customer's expectations.
customer loyalty	A customer's willingness to continue purchasing from or supporting the same business.
brand promise	What a company promises customers they can consistently expect from its products, services, and experiences.
company image	The overall impression customers and the public have of a business.
brand image	The thoughts, feelings, and perceptions customers associate with a brand.
employee performance	How effectively an employee completes job responsibilities and represents the business.
service orientation	A commitment to recognizing customer needs and providing helpful, positive service.
professionalism	Behaving in a responsible, respectful, and appropriate manner in the workplace.
positive communication	Using respectful, helpful, and solution-focused language when interacting with customers.
active listening	Giving full attention to a customer to understand their message, needs, or concerns.
non-verbal communication	Communication without words, including facial expressions, eye contact, gestures, posture, and tone.
customer inquiry	A customer's request for information about a product, service, policy, or business.
customer needs	Products, services, information, or assistance a customer requires or expects.
empathy	The ability to recognize and understand another person's feelings or point of view.
cultural differences	Differences in customs, values, communication styles, behaviors, or expectations among groups of people.
business policy	A rule or guideline established by a company to help employees make consistent decisions.
difficult customer	customer interaction that requires additional patience, communication, and problem-solving skills.
customer complaint	A customer's expression of dissatisfaction with a product, service, employee, or experience.
complaint resolution	The process of responding to and solving a customer's complaint appropriately.
problem solving	Identifying a customer's problem and determining an appropriate solution.
service recovery	Actions a business takes to correct a service problem and restore the customer's satisfaction or trust.

Created by: janice ritchey

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