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Customer Service

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Taking responsibility to provide a desired product or service with a positive outcome.

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Service Industry

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A term used to describe businesses and organizations that are engaged primarily in service delivery.

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Product

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Something produced or an output by an individual or organization. In the servcie environment, products are created to satisfy customer needs or wants.

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Customer-focused organization

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A company that spends energy and effort on satisfying internal and external customers by first identifying customer needs, than establishing policiies, procedures, and management and reward systems to support excellence in service delivery.

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Customer relationship management

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Concept of identifying customer needs: Understanding and influencing customer behavior through ongoing communication strataegies in an effort to acquire, retain, and satisfy the customer. The ultimate goal is customer loyalty.

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Service Sector

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Refers to organizations and individuals involved in delivering service as a primary product.

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Cottage industries

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The term adopted in the early days of customer service when many people started small businesses in their homes or cottages and bartered products or servcies with neighbors.

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Service Economy

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A term used to describe the trend in which businesses have shifted from primarliy production and manufacturing to more service delivery. As part of thie evolution, may organizations have developed specifically to provide services to customers.

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Telecommuting

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A trend seen in many congested metropolitan areas and government offices. To reduce traffic, pollution, and save resources, many organizations allow employees to set up home offices and from there electronically communicate and forward information to their corporate offices.

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Downsizing

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Term applied to the situation in which employees are terminated or empty positions are left unfilled once someone leaves an organization.

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Networking

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The active process of building relationships and sharing of resources.

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globalization

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The term applied to an ongoing trend of information, knowledge, and resource sharing around the world. As a result of a more mobile society and easier access to transportation and technology, more people are traveling and accessing products and servcies from international sources than ever before.

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Business to business

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(B2B) Refers to a business-to-business customer service.

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Offshoring

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Refers to the relocation of business services from one country to another (e.g. services, production, and manufacturing).

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Oursourcing

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Refers to the practice of contracting with third-party companies or vendors outside the organization (usually in another country) to deliver products and services to customers or produce products.

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Deregulation

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This occurs when governments remove legislative or regulatory guidelines that inhibit and control an industry e.g. transportation, natural gas, and telecommunications.).

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North American Free Trade Agreement

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(NAFTA) A trade agreement entered into by the US, Canada, and mexico to help, amoung other things, eliminate barriers to trade across barriers to trade, promote conditions of fair trade across borders, increase investment opportunities, and promote and protect intellectual property rights.

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E-commerce

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An entire spectrum of companies that market products and services on the internet and through other technology, and the process of accessing them by customers.

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Customer satisfaction

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The feeling of a person whose needs have been met by an organization.

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Customer service environment

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An environment made up of and influenced by 6 various elements of an organization, such as the customer, organizational culture, human resources, products/deliverables, delivery systems, and service.

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External customers

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Those people outside the orgaization who purchse or lease products and services. (vendors, suppliers, people on the telephone, and others not from the organization).

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Internal customers

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People within the organization who either require support and service or provide information, products, and servcies to service providers ( peers, co-workers, bosses, subordinates and people from other areas of the organization).

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Orgaizational Culture

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The element of an organization that a customer encounters.

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Human resources

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Employees of an organization.

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Deliverables

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Products or services provided by an organization.

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Delivery system

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The methods used by an orgainzation to provide services and products to its customers.

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Learning Organizations

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Organizations that value knowledge, education, and employee training. They also learn from their competition, endustry trends, and other sources, and they develop systems to support continued growth and development in order to remain competitive.

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Service Recovery

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The process of righting a wrong or correcting something that has gone wrong involving provision of a product or service to a customer. The process involves not only replacing defective products, but also going the extra step of providing compensation for the custmer's inconvenience.

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Small Business Administration

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United States governmental agency established to assist small business owners.

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Service Culture

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A service environment made up of various factors, including the values, beliefs, norms, rituals and practices of a group or organization.

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Attitudes

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Emotional responses to people, ideas, and objects. They are based on values, differ between individuals and cultures, and affect the way people deal with various issued and situations.

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Customer-centric

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Service providers and organizations that put their customers first and spend time, effort, and money identifying and focusing on the needs of current and potential customers. Efforts are focused on building long-term relationships and customer loyalty rather that simply selling a rpoduct or service and them moving on to the next customer.

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Mission

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The direction or focus of an organization that supports day-to-day interactions with customers.

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Service philosophy

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The approach that an organization takes to providing service and addressing the needs of customers.

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Employee Roles

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Task assignments that service providers assume.

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Employee expectations

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Perceptions about positive and negative apsects of the workplace.

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RUMBA

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Acronym for five criteria (Relistic, understanable, measurable, believable, and attainable) used to establish and measure employee performance goals.

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Service measurement

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Techniques used by organizations to determine how customers perceive the value of services and products received.

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Menors

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Individuals who dedicate time and effort to befriend and assist others. In an organization, thay are typically people with a lot of knowledge, experience, shills, and initiative, and have a large personal and professional network established.

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Mentees

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Typically less experienced recipients of the efforts of mentors.

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Empowerment

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The giving of decision-making and problem resolution authority to lower level employees in an organization. This precludes having to get permission from higher levels in order to take an action or serve a customer

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Customer-friendly systems

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The processes in an organization that make servcie seamless to customers by ensuring that things work properly and the customer is satisfied.

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Service delivery systems

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Mechanisms or strategies used by an orgaization to provide service to customers.

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What customers want

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things that customers typically dsire but do not necessarily need.

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Feel, felt, found technique

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A process for expressing empathy and concern for someone and for helping that person understand that you can relate to the situation.

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two way communication

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An active process in which two individuals apply all the elements of interpersonal communication (e.g. listening, feedback, positive language) in order to effectively exchange information and ideas.

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Sender

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One of the two primary elements of a two-way conversation. Initiates a message.

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Reciever

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One of the two primary elements of two-way conversation. Gathers the sender's message and decides how to react to it.

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Message

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A communication delivered through speech or signals, or in writing.

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Channel

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The method through which people communicate messages. Examples are face to face, telephone, e-mail, written correspondence, and facsimile.

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Encoding

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The stage in the interpersonal communication process in which the sender decides what message will be sent and how it will be transmitted along with considerationa about the receiver.

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Decoding

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The process in which messages received are analyzed by a receiver in an effort to determine the sender's intent.

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Feedback

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The process in which a receiver respnds to a sender's message.

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Filters

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Psycological barriers in the form of personal experiences, lessons learned, societal beliefs, and values through which people process and compare information received to determining its significance.

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Noise

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Refers to physiological or psychological factors (physical characteristics, level of attention, message clarity, loudness of message, or invironmental factors) that interfere with the accurate reception of information.

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Global terms

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Potentially inflammatory workds or phrases used in conversation. They tend to inappropriately generalize behavior or group people of incidents together (e.g., Always, never, everyone, everything, all the time).

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I or we messages

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Messages that are potentially less offensive that the word "you" which is like nonverbal finger-pointing when emotions are high

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Small talk

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Dialogue used to enhance relationships, show civility, and build rapport.

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Paraphrase

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The practice of a message receiver giving back in his or her own words what he believes a sender said.

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Rapport

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The silent bond built between two people as a result of sharing of common interests and issues and demonstration of a win-win, I care attitude.

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Pet Peeves

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Factors, people, or situations that personally irritate or fustrate a service provider and which, left unchecked, can create a breakdown in effective service.

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Verbal feedback

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The response given to a sender's message that allows both the sender and receiver to know that a message was received correctly.

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Nonverbal feedback

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Messages sent to someone through other than spoken means. Examples are gestures, appearance, and facial expressions.

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Assertiveness

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Projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant.

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Conflict

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incompatible or opposing views and can result when a customer's needs, desires, or demands do not match service provider or orgainzational policies, procedures, and abilities.

Customer Service, Skills for Success Ch. 1-3 – Flashcards

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