Customer #4+#5+#6

Question 1

A plan for positive action

Answer 1

Strategy

Question 2

Finding a recognizable direction to focus on. More specifically, it is the establishment of specific customer service goals

Answer 2

Planning

Question 3

Made up of the networks of people, physical facilitates, and information that support the production of customer service

Answer 3

Infrastructure

Question 4

Composed of the values, beliefs, and norms shared by a group of people

Answer 4

Culture

Question 5

Require a high level of customer interaction

Answer 5

High-touch customers

Question 6

Expect a low level of customer interaction

Answer 6

Low-touch customers

Question 7

Refers to the customer’s usage and payment patterns

Answer 7

Consumption

Question 8

Dividing customers into groups with similar characteristics

Answer 8

Market Segmentation

Question 9

When customers participate in providing at least a part of their own customer service

Answer 9

Coproduction

Question 10

Customers using systems in place to meet their own service needs at a level that results in satisfaction

Answer 10

Self-Sufficiency

Question 11

Any set of procedures that contributes to the completion of customer service

Answer 11

Customer Service System

Question 12

To enable or permit customer service providers to make a range of decisions to assist their customers

Answer 12

Empowerment

Question 13

The means by which the organization will fulfill its purpose

Answer 13

Mission

Question 14

The reason for an organization’s existence

Answer 14

Purpose

Question 15

The process in which information, ideas, and understanding are shared between two (or more) people

Answer 15

Communication

Question 16

The process of gathering information; building a historical database; and developing an understanding of current, potential, and lapsed customers

Answer 16

Customer Intelligence

Question 17

Allowing our eyes to make visual contact with someone else’s eyes

Answer 17

Eye contact

Question 18

The ability to hear and understand what the speaker is saying

Answer 18

Listening

Question 19

Tone and inflection of voice, facial expressions, posture, and eyes contact. Can contradict the message conveyed though another method of communication

Answer 19

Nonverbal Expression

Question 20

The highs and lows of the voice

Answer 20

Pitch

Question 21

The ability to look at and comprehend the written word

Answer 21

Reading

Question 22

Cultivating a lasting and mutually beneficial connection with customers

Answer 22

Relationship Marketing

Question 23

Speaking, using words and terminology that others can comprehend

Answer 23

Talking

Question 24

A variation in the pitch, timing, or loudness of the voice

Answer 24

Voice Inflection

Question 25

A system in which a spoken message is recorded and stored in the recipient's live mailbox. The recipient can later retrieve the audible message

Answer 25

Voicemail

Question 26

List five (5) examples of culture found in specific industries

Answer 26

1. Typical workday hours 2. Industry lingo 3. Peer accountability 4. Levels of certification 5. Extra company-sponsored activities

Question 27

List any five (5) examples in which a business may give its employees empowerment in order to assist customers

Answer 27

1. Give them responsibilities 2. Give them free education 3. Give them complements 4. Give them bonuses 5. Give them promotions

Question 28

List any five (5) ways a business may give its customers tools to improve customer service (self-sufficiency)

Answer 28

1. Self checkouts 2. Online warranties 3. How-to videos 4. Instructions 5. Online bill paying

Question 29

List any five (5) out of eight ways that you become a good listener when working with a customer

Answer 29

1. Shows good eye contact 2. Does not interject hos/her own thoughts 3. Nods head 4. Does not finish the sentence for the speaker 5. Share positive comments