Customer Service Exam Review (2023/2024) 100% Pass

Customer Service Exam Review (2023/2024) 100% Pass Globlization An ongoing trend of information, knowledge sharing arond the world. Small business A type of business that is independently owned and operated and is not dominant in its field of operation. E Commerce Surfing the net for goods has coined a new term in technolgy for accessing goods and services. Internal costumers Employees of other departments or branches, coworkers and other people who work within the same organization. External customers Those who seek out, research and buy, rent or lease products or services offered by a buisness. Human resources When one applies for a job, those who take care in recruiting, selecting and training of qualified people. Buisness to Business The abbreviation B2B means. Organizational Culture Element of an organization that the customer experiences. Service Philosophy/Mission Direction of an organization that supports day to day interaction with customers. Goal Attainment You and your attitude towards achieving the goals. Mentors Those who spend time and effort to benefit and assist others in an organization. Sender and Receiver Two way communcation involves these. Message Communication delivered through speech or signals. Honey; Sweetie Communication trouble. Body Language Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming. Vocal Cues Pitch, volume, rate, quality, articulation and other attributes. Responding Sending back verbal and nonverbal messages to a message originator. Employee Assistance Program Programs offered by companys to help empolyees deal with personal problems. Primary Behavior Pattern Way a person acts or reacts under certain circumstances. Perceptions How someone views an item, situation or others. Behavioral Styles Obserable or descriptive terms that identify categories of human behavior. Wants Things not necessarily needed. Indecisive People who have difficulty making a decision. Cultural Diversity Phrase that refers to the differences and similarities attributed to various groups of people in a culture. Interpersonal Relationships Focus on the need for service providers to build strong bonds wth customers. Blogs or Weblogs Referring to online journal or diaries that allow people to add content. Beliefs Based on past experiences, memories and interpretations and influence how people act Equally How customers with disabilities want to be treated. Values Based on the deeply held beliefs of a culture or subculture. Customer Contact Center Central point within an organization from which all customer service contacts are mangaged by various forms of technology. ASAP Stands for as soon as possible. Offshoring or Outsourcing Relocation of business services from one country to another. Outsourcing The practice of contracting with third party companies or vendors outside their organization. Spamming Abusive use of electronic messaging systems to send unsolicited and indiscriminant bulk messages. Ethical Behavior Expected performance that sends a mesage of being trustworthy and honest and having the intent to provide quality service. Contingency Plan Backup systems or procedures that are implemented when regular ones break down or fail to function as intended. Customer Satisfaction Feeling a persn has whose needs have been met by an organization. Trust Most important criterion for a relationship.