Chapter 1
Chapter 4
Chapter 9
Chapter 5
Chapter 7
100
Refers to a business-to-business customer service.
What is business to business (B2B)?
100
Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming and many other dues.
What is body language?
100
Provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.
What are automated attendants?
100
Beliefs or opinions that a person has about an individual or group. Often based on unreasonable distortions or prejudice.
What are biases?
100
Customers often take their business to competitors when they feel that their needs or wants are not met or if they encounter breakdown in customer service or poor quality products.
What is customer defection?
200
People within the organization who either require support and service to provide information, products, and services to service providers. Such customers include peers, coworkers, bosses, subordinates, and people from other areas of the organization.
What are internal customers?
200
Includes the acceptable rules, manners, and ceremonies for an organization, profession or society.
What are etiquette and manners?
200
A form of caller identification system similar to home telephone caller ID systems. ANI allows incoming customers to be identified on a computer screen with background information so that they can be routed to an appropriate service representative for assistance.
What is an automatic number identification (ANI) system?
200
Inquiries that typically start with a verb and solicit short one-syllable answers (e.g., yes, no, one word, or a number) and can be used for such purposes as a clarifying, verifying information already given, controlling conversation, or affirming something.
What are close-end questions?
200
Process for reducing customer emotion in situations when frustration or anger exists?
What is the emotion reducing model?
300
Concept of identifying customer needs: understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain and satisfy the customer. The ultimate goal is customer loyalty.
What is customer relationship management (CRM)?
300
Consists of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people,often in conjunction with verbal messages.
What are nonverbal messages?
300
A central point within an organization from which all customer service contacts are managed via various forms of technology.
What is a customer contact center?
300
Motivators or drivers that cause customers to seek out specific types of products or services. These may be marketing-driven by advertising they have seen or may tie directly to Dr. Abraham Maslow's Hierarchy of Needs Theory.
What are customer needs?
300
Motivators or drivers that cause customers to seek out specific types of products or services. These may be marketing-driven, based on advertising they have seen, or may tie directly to Abraham Maslow's hierarchy of needs theory.
What are needs?
400
The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner that satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.
What is customer service?
400
Relates to the invisible barrier surrounding people in which they feel comfortable interacting with others. This zone varies depending on the level of relationship a person has with someone else.
What are proxemics?
400
Term used to describe a service provider trained and assigned to assist customers with questions, problems, or suggestions.
What is a help desk?
400
An active, learned process consisting of four phases-- receiving/hearing the message attending comprehending/assigning meaning and responding
What is listening?
400
Techniques used to prevent a breakdown in needs fulfillment when you are dealing with customers.
What are strategies for preventing dissatisfaction?
500
Those people outside the organization who purchase or lease products and services. This group includes vendors, suppliers, and people on the telephone, and others not from the organization.
What are external customers?
500
The scientific study of relationships between signs, symbols, and words and their meaning. The way words are used or stressed often affects their perceived meaning.
What is semantics?
500
An abusive use of various electronic messaging systems and technology to send unsolicited and indiscriminant bulk messages to people (also used with instant messaging, Web search engines, blogs and other formats).
What is spamming or spam?
500
Reasons given by customers for not wanting to purchase a product or service during an interaction with a salesperson or service provider (e.g., "I don't need one", "I can't afford it," or "I already have one").
What are objections?
500
Situations when customers have expectations of a certain type or level of service that are not met by a service provider.
What are service breakdowns?
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