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64 Cards in this Set

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Customer Service
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.
Service Industry
A term used to describe businesses and organizations that are engaged primarily in service industry.
Product
Something produced or an output by an individual or organization. In the service environment, products are created to satisfy customer needs or wants.
Customer-focused organization
A company that spends energy and effort on satisfying internal and external customers by first identifying customer needs, then establishing policies, procedures, and management and reward systems to support excellence in service delivery.
Customer relationship management
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.
Service Sector
Refers to organizations and individuals involved in delivering service as a primary product.
Cottage Industries
The term adopted in the early days of customer service when many people started small businesses in their homes or cottages and bartered products or services with neighbors.
Service Economy
A term used to describe the trend in which businesses have shifted from primarily production and manufacturing to more service delivery. As part of this evolution, many organizations have developed specifically to provide services to customers.
Telecommuting
A trend seen in many congested metropolitan areas and government offices. To reduce traffic, pollution, and save resources, many organizations allow employees to set up home offices and from there electronically communicate and forward information to their corporate offices.
Downsizing
Term applied to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization.
Networking
A trend seen in many congested metropolitan areas and government offices. To reduce traffic, pollution, and save resources, many organizations allow employees to set up home offices and from there electronically communicate and forward information to their corporate offices.
Globalization
The term applied to an ongoing trend of information, knowledge, and resource sharing around the world. As a result of a more mobile society and easier access to transportation and technology, more people are traveling and accessing products and services from international sources than ever before.
Offshoring
Relocation of business services from one country to another.
Outsourcing
The practice of contracting with another company to do a specific job that would otherwise be done by a company's own workers.
Deregulation
This occurs when governments remove legislative or regulatory guidelines that inhibit and control an industry e.g. transportation, natural gas, and telecommunications).
North American Free Trade Agreement
A trade agreement entered into by the US, Canada, and Mexico to help, among other things, eliminate barriers to trade across barriers to trade, promote conditions of fair trade across borders, increase investment opportunities, and promote and protect intellectual property rights.
E-commerce
buying and selling of goods and services conducted over the internet or other technology.
Customer satisfaction
The feeling of a person whose needs have been met by an organization.
Customer service environment
An environment made up of and influenced by 6 various elements of an organization, such as the customer, organizational culture, human resources, products/deliverable, delivery systems, and service.
External customers
Those people outside the organization who purchase or lease products and services. (vendors, suppliers, people on the telephone, and others not from the organization).
Internal customers
People within the organization who either require support and service or provide information, products, and services to service providers ( peers, co-workers, bosses, subordinates and people from other areas of the organization).
Customer satisfaction
The element of an organization that a customer encounters.
Human resources
Employees of an organization.
Deliverable
Products or services provided by an organization.
Delivery system
The methods used by an organization to provide services and products to its customers.
Learning Organizations
Organizations that value knowledge, education, and employee training. They also learn from their competition, industry trends, and other sources, and they develop systems to support continued growth and development in order to remain competitive.
Service Recovery
The element of an organization that a customer encounters.
Small Business Administration
United States governmental agency established to assist small business owners.
Service Culture
A service environment made up of various factors, including the values, beliefs, norms, rituals and practices of a group or organization.
Attitudes
Emotional responses to people, ideas, and objects. They are based on values, differ between individuals and cultures, and affect the way people deal with various issued and situations.
Customer-centric
Service providers and organizations that put their customers first and spend time, effort, and money identifying and focusing on the needs of current and potential customers. Efforts are focused on building long-term relationships and customer loyalty rather that simply selling a product or service and them moving on to the next customer.
Mission
The direction or focus of an organization that supports day-to-day interactions with customers.
Service philosophy
The approach that an organization takes to providing service and addressing the needs of customers.
Employee Roles
Task assignments that service providers assume.
Employee expectations
Perceptions about positive and negative aspects of the workplace.
RUMBA
Acronym for five criteria (Realistic, understandable, measurable, believable, and attainable) used to establish and measure employee performance goals.
Service measurement
Techniques used by organizations to determine how customers perceive the value of services and products received.
Customer-centric
Individuals who dedicate time and effort to befriend and assist others. In an organization, they are typically people with a lot of knowledge, experience, shills, and initiative, and have a large personal and professional network established.
Mentees
Typically less experienced recipients of the efforts of mentors.
Empowerment
The giving of decision-making and problem resolution authority to lower level employees in an organization. This precludes having to get permission from higher levels in order to take an action or serve a customer.
Customer-friendly systems
The processes in an organization that make service seamless to customers by ensuring that things work properly and the customer is satisfied.
Service delivery systems
Mechanisms or strategies used by an organization to provide service to customers.
What customers want
Perceptions about positive and negative aspects of the workplace.
Feel, felt, found technique
A process for expressing empathy and concern for someone and for helping that person understand that you can relate to the situation.
two way communication
An active process in which two individuals apply all the elements of interpersonal communication (e.g. listening, feedback, positive language) in order to effectively exchange information and ideas.
Sender
One of the two primary elements of a two-way conversation. Initiates a message.
Receiver
One of the two primary elements of two-way conversation. Gathers the sender's message and decides how to react to it.
Message
A communication delivered through speech or signals, or in writing.
Channel
The method through which people communicate messages. Examples are face to face, telephone, e-mail, written correspondence, and facsimile.
Encoding
The stage in the interpersonal communication process in which the sender decides what message will be sent and how it will be transmitted along with consideration about the receiver.
Decoding
The process in which messages received are analyzed by a receiver in an effort to determine the sender's intent.
Feedback
The process in which a receiver responds to a sender's message.
Filters
Psychological barriers in the form of personal experiences, lessons learned, societal beliefs, and values through which people process and compare information received to determining its significance.
Feel, felt, found technique
Refers to physiological or psychological factors (physical characteristics, level of attention, message clarity, loudness of message, or environmental factors) that interfere with the accurate reception of information.
Global Terms
Potentially inflammatory words or phrases used in conversation. They tend to inappropriately generalize behavior or group people of incidents together (e.g., Always, never, everyone, everything, all the time).
I or We Messages
Messages that are potentially less offensive that the word "you" which is like nonverbal finger-pointing when emotions are high
Small Talk
Dialogue used to enhance relationships, show civility, and build rapport.
Paraphrase
The practice of a message receiver giving back in his or her own words what he believes a sender said.
Rapport
A communication delivered through speech or signals, or in writing.
Pet Peeves
Factors, people, or situations that personally irritate or frustrate a service provider and which, left unchecked, can create a breakdown in effective service.
Verbal Feedback
The response given to a sender's message that allows both the sender and receiver to know that a message was received correctly.
Nonverbal Feedback
Messages sent to someone through other than spoken means. Examples are gestures, appearance, and facial expressions.
Assertiveness
Projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant.
Conflict
Incompatible or opposing views and can result when a customer's needs, desires, or demands do not match service provider or organizational policies, procedures, and abilities.