Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Customer Service > Customer #7+#9+#11 > Flashcards

Customer #7+#9+#11 Flashcards

1
Q

Those customers with problems, questions, fears, and personalities that require us to work to achieve true communication

A

Challenging customers

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

To give someone recognition or special regard

A

Respect

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

The ability to understand what someone is experiencing and to take action to assist in resolving the situation

A

Empathy

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Assessing a situation and determining who should have responsibility and who really does have the responsibility

A

Responsibility check

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

The ability to influence others

A

Leadership

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Have the authority and power of their official position

A

Formal leaders

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Have no official authority but do have the ability to influence others

A

Informal leaders

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

An identified result to strive to accomplish

A

Goal

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

The process of establishing goals and evaluating their importance

A

Goal setting

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Consists of the values, beliefs, and norms a group of people share

A

Culture

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Leadership tools to reinforce training

A

Job aids

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

Electronic communication used by consumers to share ideas, information, opinions, and personal messages

A

Social media

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Selling products, services, or information win the telephone

A

Teleselling

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Calls that originate with the customer and may include catalog ordering, billing questions, technical support, product use, or other information

A

Inbound calls

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Calls that originate from the call center to the customer and are usually intended to sell products or services, conduct market research, or respond to customer inquiries

A

Outbound calls

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Allows calls to be routed to the next available service provider

A

Automatic call distribution

17
Q

Allows customers linked with a company’s Internet site to be referred to a call center representative who then calls the customer to respond to the customer request

A

“call me” Web

18
Q

Allows the call recipient to identify the incoming number and caller. Additional background or historical information may be displayed on the recipient’s computer screen to enable him or her to better serve the customer

A

Automatic number identification

19
Q

Offers customers the opportunity to receive and pay bills online

A

Online bill paying

20
Q

Online collaborating or training

A

Webinars

21
Q

Popular free social networking website that allows registered users to create profiles, upload photos and video, send messages and keep in touch with friends, family and colleagues

A

Facebook

22
Q

Name of an online photo sharing social Web service that lets you share your life with friends through a series of pictures captured with a mobile device.

A

Instagram

23
Q

Video sharing service that allows users to watch videos posted by other users and upload videos of their own

A

YouTube

24
Q

marketing piece that will help to sell him or her to prospective employers

one to two page formal document that lists a job applicant’s work experience, education and skills

designed to provide a detailed summary of an applicant’s qualifications for a particular job

A

Resume

25
Q

One of the defining areas of success or failure for service providers

Getting a business name in front of the customer as often as possible may increase this

A

Customer Loyalty

26
Q

List 5 out of 10 characteristics of challenging Customers

A
  1. Language and/or cultural barriers
  2. Older customers
  3. Angry customers
  4. Impatient customers
  5. Customers with special needs
27
Q

Give 5 disabilities that customers can have

A
  1. Can’t hear
  2. Can’t taste or smell
  3. Can’t see
  4. Can’t read
  5. Can’t walk
28
Q

List 5 of the 10 characteristics that makes excellent leaders

A
  1. Show care and respect
  2. Give support
  3. Make time for others
  4. Behave professionally
  5. Are personable
29
Q

List 5 ways to exceed your boss expectations on a job

A
  1. Be a team player
  2. Find out what your boss considers to be important
  3. Be a collaborator, not a complainer
  4. Have reasonable expectations
  5. Go to work everyday with a great attitude and the willingness to be a professional
30
Q

List any 5 out of 8 ways to embrace new technology in the work place

A
  1. Prepare your staff
  2. Sell your vision
  3. Celebrate small successes
  4. Resist the temptation to complain
  5. Avoid the “shelfware syndrome”

Customer Service (3 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions