Common Terms
This word describes the way we see things based on our experience
What is Perception
This phrase usually follows the word, Hi!
What is "How may I help you?"
This term refers to a customer's usage and payment patterns.
What is Consumption Behaviour
This is a customer's most basic requirement of any interaction.
What is Primary Expectations.
This is a customers overall feeling of contentment with a customer interaction
What is Customer Satisfaction
This phrase refers to the drive we have that causes us to behave a certain way.
What is Motivation
When we want to elicit additional responses to help further conversations, we may use phrases that ask these types of questions.
What are open-ended questions.
This term includes characteristics about a company, such as how many employees they have; the kind of business they are in, and whether they are retail, wholesale, or a service provider.
These are expectations based on our previous experiences that are enhancements to our primary expectations.
What is Secondary Expectations
This type of chart is used to chart each step of a process to assist in determining why a problem is occurring
What is a Flowchart
The process in which information, ideas, and understanding are shared between two, or more, people.
What is Communication
"Whats up bro?!" is an example of a phrase using what type of wording
What is Slang
This term includes characteristics like age, income, martial status.
What is Demographic Information
Customers have an expectation that a service provider can make a variety of decisions based on being given this.
What is Empowerment.
A bank visit might turn you into this type of customer
These are things that we desire.
What are Wants.
Phrases used on social media sites that depict a negative impression of a company can damage this
What is Reputation
Both customers, and service providers have this attribute, and it allows us to understand what someone is experiencing and how we may be able to assist.
What is Empathy
If a customers expectations are not met or exceeded, we may lose out on this.
What is Customer Satisfaction
This system allows calls to be routed to the next available service provider
What is Automatic Call Distribution
Why an organization exists
What is 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?
What are Immature Customers
These characteristics allow customers to be catergorized according to demographic, psychographic, or firmographic information
What are Customer Attributes
This is our ability to influence others based on our perceptions or expectations.
What is Scope of Influence
The net present value of the profits a customer generates over the average customer lifespan.
What is Customer Lifetime Value