What is the customer's overall feeling of contentment with a customer interaction.
100
A set of principles that govern the conduct of an individual or group.
What is ethics
100
A hostile encounter that occurs as a result of opposing needs, wishes, or ideas.
What is conflict
100
Made up of networks of people, physical facilities, and information that support the production of customer service.
What is infrastructure
100
Customers using systems in place to meet their own service needs at a level that results in satisfaction.
What is self sufficiency
200
Customer Service
What is Anything we do for the customer that enhances the customer experience.
200
A combination of our beliefs, perceptions, and ideas about the appropriate response to a situation.
What is values
200
A problem-solving strategy that can be used by groups of two or more.
What is brainstorming.
200
Expect a low level of customer interaction.
What is low-touch customers
200
To enable or permit customer service providers to make a range of decisions to assist their customers.
What is empowerment
300
Five needs of every customer
What is service, price, quality, action, appreciation
300
Made up of the combination of our current knowledge, reputation, and professionalism.
What is credibility
300
A diagramming approach to problem solving.
What is flowcharts
300
Composed of the values, beliefs, and norms shared by a group of people.
What is culture
300
What a unique suggestion!, Please. , I would appreciate it if...
What are power phrases
400
Characteristics of customer attributes
What is demographics, psychographics or firmographic information?
400
The process of identifying how a company is perceived and establishing an action plan to correct, maintain, or enhance the company's reputation.
What is reputation management
400
The evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial.
What is negoatiation
400
Dividing customers into groups with similar characteristics.
What is market segmentation.
400
Tone and inflection of voice, facial expressions, posture, and eye contact. Nonverbal communication can contradict the message conveyed through another method of communication.
What is nonverbal communication.
500
psychographic information
What is lifestyles, modes of living, needs, motives, attitudes, reference groups, culture, social class, family influences, hobbies, political affiliation and so on.
500
Our ability to influence others based on our perceptions or experiences.
What is scope of influence.
500
Checking back to determine whether or not a situation is operating according to the initial plan.
What is follow-up
500
Refers to the customer's usage and payment patterns.
What is consumption behavior.
500
The process in which information, ideas, and understanding are shared between two or more people.