employees trained in different areas of customer service
What is Customer service representatives
300
System that leads callers through a series of menus.
What is an IVR system.
300
Name 3 types of frontline employees
What are Cashiers, salesperson, help desk rep, etc.
300
A training course that is part of your study and a requirement of graduation
What is Externship
400
Goods are plentiful and buyers have many choices about where to purchase them
What is Buyers market
400
location at which customer service technicians for computer sofware companies anwer customers' questions by phone, fax, e-mail, or web-based bulletin boards and chat sessions
What is Help desk
400
This can help a company become aware of its problems and work to change them for the better
What is Negative feedback
400
Product knowledge, friendly, ability to problem solve
What is the characteristics that most customers want in their Customer Service Reps.
400
The skill, good judgment, and polite behavior that is expected from a person who is trained to do a job not only with External Customers but Internal (or their co-workers) as well.
What is Professionalism
500
Reacting to situations and resolving problems in a way that satisfies the customer
What is Reactive Role
500
Anticipating the customer's future problems and needs
What is Proactive Role
500
20 percent of company's customer's generate 80 % of sales is called what
What is the 20/80 rule
500
Repeat business from loyal customers accounts for what percent of a company's sales
What is 65%
500
Name of Ms. Macke's precious little puppy pooper-head.