Chapter 1 Vocab Flashcards
The Service Advantage, Customer's View, Customer Loyalty
Goods or services that add comfort or enjoyment
Amenities
Goods are plentiful and buyers have many choices about where to purchase them
Buyer’s Market
A location where groups of people use telephones to provide service and support to customer
Call Center
Making sure customers are satisfied and will continue to buy the products or services of a company
Customer Service
Employees trained in different areas of customer service
Customer Service Representative
Anyone who works directly with customers
Frontline Employee
Location at which customer service technicians for computer software companies answer customers’ questions by phone, fax, e-mail, or web-based bulletin boards and chat sessions
Help Desk
Anticipating the customer’s future problems and needs
Proactive role
Reacting to situations and resolving problems in a way that satisfies the customer
Reactive role
The way people build online networks of contacts and interact
Social Networking
