a location where groups of people use telephones to provide service and support to customers
What is Call center
100
These are a company's most valuable assets
What are its customers
100
Do people report POSITIVE or NEGATIVE experiences to their friends & family
What is Negative
100
Why is the longest human nose on record only eleven inches long?
What is "Because if it was twelve inches it would be a foot."
200
The way people build online networks of contacts and interact with one another
What is Social Networking
200
Making sure customers are satisfied and will continue to buy the products or services of a company
What is Customer Service
200
Anticipating the customer's future problems and needs
What is Proactive Role
200
What sales do best online.
What are apparel, computers & autos
200
The third president of the United States
Who was Thomas Jefferson
300
anyone who works directly with customers
What is Frontline employee
300
employees trained in different areas of customer service
What is Customer service representatives
300
Reacting to situations and resolving problems in a way that satisfies the customer
What is Reactive Role
300
Name 3 types of frontline employees
What are Cashiers, salesperson, help desk rep, etc.
300
Dental Assisting, Medical Assisting, Computer Tech, Pharmacy Tech, Criminal Justice, Business, & Medical Office specialist.
What are the program names here on our campus.
400
Goods are plentiful and buyers have many choices about where to purchase them
What is Buyers market
400
location at which customer service technicians for computer sofware companies anwer customers' questions by phone, fax, e-mail, or web-based bulletin boards and chat sessions
What is Help desk
400
This can help a company become aware of its problems and work to change them for the better
What is Negative feedback
400
Repeat business from loyal customers accounts for what percent of a company's sales
What is 65% - 80% acceptable also...but that is really profit.
400
Your mother’s brother’s only brother-in-law is asleep on your couch. Who is asleep on your couch?
Who is YOUR FATHER...SERIOUSLY...it is.
500
System that leads callers through a series of menus.
What is an IVR system
500
Product knowledge, friendly, ability to problem solve
What is what most customers want in a CSR.
500
Customer Characteristics such as age, gender, ethnic group, income level, family size, occupation, educational level, etc.
What is Demographics
500
List 3 characteristics of a loyal customer
What is Familiar with company policies & procedures, will pay more because they believe in the company and it's products, they get what they pay for.
500
Why is the longest human nose on record only 11 inches long
What is "Because if it were 12 inches long it would be a foot. LOL