Customer Service Flashcards
Leadership
The ability to influence others
Customer Service
Anything we do for the customer that enhances the customer experience.
Customer Satisfaction
The customers overall feeling of contentment with a customer interaction.
Five needs of every customer
- Service
- Price
- Quality
- Action
- Appreciation
External Customers
The customers we do business with outside our organization
Internal Customers
The people we work with throughout our organization.
Perception
The way that we see something based on our experience
Expectations
Our personal vision of the result that will come from our experience
Primary Expectations
The customers most basic requirements of interaction
Secondary Expectations
Expectations based on our previous experiences that are enhancements to our primary epectations
Scope of Influence
Our ability to influence others based on our perceptions or experiences.
Reputation Management
The process of identifying how a company is perceived and establishing an action plan to correct, maintain, or enhance the company’s reputation.
Credibility
Made up of the combination of our current knowledge, reputation, and professionalism.
Values
A combination of our beliefs, perceptions, and ideas about the appropriate response to a situation.
Ethics
A set of principles that govern the conduct of an individual or group.
Problem Solving
An active resolution to a challenging situation
Conflict
A hostile encounter that occurs as a result of opposing needs, wishes, or ideas.
Brainstorming
A problem-solving strategy that can be used by groups of two or more.
Diagramming
A strategy for problem solving that provides a visual representation of the problem and the facts related to it.
Pro/Con Sheets
A simple approach to diagramming a problem that involves recording the arguments for and against a solution.
Flowcharts
A diagramming approach to problem solving that charts each step of a process to assist in determining why a problem is occurring.
Organizational Charts
A method of illustrating the hierarchy of a company by illustrating who reports to whom.
Mind Mapping
A creative approach to diagramming a problem in which a problem is recorded on paper and possible solutions branch out from the original problem.
Negotiation
The evaluation of the possible solutions to a challenge and the selection of the solution that is mutually beneficial.
