Customer Experience
The act of listening carefully to understand a customer's feelings and concerns
Active Listening
The document that confirms product quantities and pricing before shipment
Sales order
What is the Customer Care internal phone escalation called?
SME line
This AI assistant helps summarize meetings, draft emails, and answer questions
Copilot
This skill helps you understand how a customer feels during a difficult situation
Empathy
This status indicates a product is temporarily unavailable but expected later
Backorder
Before escalating, you should always gather this
All relevant information/documentation
The quarter-end characteristic most Customer Service teams know well
High order volume
The most important thing to do before offering a solution to an upset customer
Understanding the issue / Taking ownership
The process of sending a product back to the company
This helps prevent customers from repeatedly asking for updates
Proactive communication
The two things every customer wants from Customer Service
Speed and accuracy
This metric measures how satisfied customers are with the service they received
CSAT (Customer Satisfaction)
This department often helps with internal Serial Number corrections
Inventory team
When you don't know the answer, the best approach is to do this
Engage appropriate SMEs (Subject Matter Experts)
The unofficial Customer Service superpower
Patience
A customer says, "I've already explained this three times." The best response includes this key element
Acknowledging their frustration
Shipping method we use in the USA to ship parcel ground orders
FedEx ground
The key objective of escalation management
Resolving customer issues as quickly and accurately as possible
The most valuable resource in Customer Service
Our customers