Chp 1- World of Customer Service
The active process of building relationships and sharing resources.
Networking
An acronym that stands for five criteria used to establish and measure employee performance goals.
RUMBA (Realistic, Understandable, Measurable, Believable, and Attainable)
The best channel for communicating to avoid misunderstandings
Face-to Face Communication
The primary skill that customer service professionals use to determine the needs of their customer
Listening
This type of camping for the pampered dates to 2005
Glamping
Early on, people made and sold or bartered products from their homes. This was called...
Cottage Industries
Task assignments that service providers assume
Employee roles
The customer's response
Feedback
Showing compassion to a distraught customer is an element of
Empathy
A top predator might perch on this, the uppermost vertex of a pyramid or cone
The Apex
Relocation of business services by an organization from one country to another
Offshoring
Empowerment
Projecting a presence that is assured, confident, and capable without appearing arrogant
Assertive
These types of questions are used to engage others and usually start with who, what, when, how, or why.
Open-Ended Questions
"SpongeBob SquarePants" takes place underwater in this town
Bikini Bottom
organizations allow employees to set up home offices and from there electronically communicate and forward information to their corporate offices.
Telecommuting
Internal employees or external consultants who pose as customers to evaluate customer service
Non-verbal communication cues through gestures, vocal qualities, dress, and grooming
Body Language
Companies offer these to employees to deal with personal issues that might adversely affect their work performance.
Employee Assistance Programs (EAP)
The name of the bridge that crosses the deepest part of Indian Lake
Dream Bridge
A term that describes an organization that uses knowledge as a basis for competitive advantage.
Learning Organization
Method of reviewing how internal and external customer needs are addressed.
Focus Groups
Zones or distances for interpersonal interactions
Spatial Cues
Focusing attention on a specific sound or message being received from a person.
Attending
I need to land a new pair of jeans from this store whose name means "airmail"