Customer Service Final

Front 1

Customer Satisfaction

Back 1

"The feeling of a person whose needs have been met by an organization.

Front 2

Customer Service Environment

Back 2

An environment made up of and influenced by various elements of an organization. Examples are delivery systems, human resources, service, products, and organizational culture."""

Front 3

External Customers

Back 3

"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. "

Front 4

Internal Customers

Back 4

"People within the organization who either require support and service or provide information, products, and services to service providers. Such customers include peers, co-workers, bosses, subordinates, and people from other areas of the organization."

Front 5

Organizational Culture

Back 5

Includes an element of an organization that a customer encounters.

Front 6

Service Recovery

Back 6

"The process of righting a wrong or correcting something that has gone wrong involving provision of a product or service to a customer. The concept involves not only replacing defective products, but also going the extra step of providing compensation for the customer’s inconvenience."

Front 7

Mission

Back 7

The direction or focus of an organization that supports day-to-day interactions with customers.

Front 8

Service Culture

Back 8

"A service environment made up of various factors, including the values, beliefs, norms, rituals, and practices of a group or organization."

Front 9

Rapport

Back 9

"The silent bond built between two people as a result of sharing of common interests and issues and demonstration of a win-win, I care attitude."

Front 10

Conflict

Back 10

"Involves 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. "

Front 11

Gender Communication

Back 11

Term used to refer to communication between genders.

Front 12

Listening

Back 12

"An active, learned process consisting of four phases – receiving/hearing the message, attending, comprehending/assigning meaning, and responding. "

Front 13

Biases

Back 13

beliefs or opinions that a person has about an individual or group. Often based on unreasonable distortions or prejudice.

Front 14

Listening Gap

Back 14

The difference in the speed at which the brain can comprehend the communication and the speed at which the average adult speaks in the United States.

Front 15

External Obstacles

Back 15

factors outside an organization or the sphere of one’s influence that can cause challenges in delivering service.

Front 16

Customer Needs

Back 16

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 Maslow’s Hierarchy of Needs Theory.

Front 17

Problem Solving

Back 17

"the system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution."

Front 18

Win-Win Situation

Back 18

an outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed

Front 19

Diversity

Back 19

"The characteristics, values, beliefs, and factors that make people different, yet similar."

Front 20

Cultural Diversity

Back 20

Refers to the differences and similarities attributed to various groups of people within a culture.

Front 21

Customer Expectations

Back 21

"The perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive."

Front 22

Difficult Customers

Back 22

People who challenge a service provider’s ability to deliver service and who require special skills and patience

Front 23

Dissatisfied Customers

Back 23

Someone who either does not (or perceives that he or she does not) receive promised products or services.

Front 24

Customer Defection

Back 24

Customers often take their business to competitors when they feel that their needs or wants are not met or if they encounter breakdowns in customer service or poor quality products.

Front 25

Strategies for Preventing Dissatisfaction -

Back 25

Techniques used to prevent a breakdown in needs fulfillment when you are dealing with customers

Front 26

Problem-Solving Model

Back 26

"The process used by a service provider to assist customers in determining and selecting appropriate solutions to their issues, concerns, or needs."

Front 27

Prohibitions

Back 27

"Local, state, or federal regulations that prevent a service provider from satisfying a customer’s request even through the provider would normally do so."

Front 28

Automated Attendants

Back 28

Provides callers with a menu of options from which they can select by pressing a key on their telephone keypad/

Front 29

Help Desk

Back 29

"Term used to describe a service provider trained and assigned to assist customers with questions, problems, or suggestions."

Front 30

Electronic Mail

Back 30

System used to transmit messages around the internet.

Front 31

Predictive Dialing System

Back 31

Technology that automatically places outgoing calls and delivers incoming calls to the next available service representative in a call center.

Front 32

Taking Messages Professionally

Back 32

"Name, company name, phone number, brief message, when call should be returned, time and date of call, and your name."