Customer Relations Chapter 8 – Rock Valley College
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acculturated
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The cultural and psychological changes that often occur as a person or group of people are integrated into another culture or country and adopt the habits and beliefs of their new environment.
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Americans with Disabilities Act of 1990
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A U.S. federal act signed into law in July 1990 guaranteeing people with disabilities equal access to workplace and public opportunities.
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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 issues and situations.
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baby boomer
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A term applied to anyone born between 1946 and 1964. People in this age group are called \"boomers.\"
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beliefs
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Perceptions or assumptions that individuals or cultures maintain. These perceptions are based on past experience, memories, and interpretations and influence how people act and interact with certain individuals or groups.
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blogs
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Online journals or diaries that allow people to add content. Many organizational websites use them to post \"what's new\" sections and to receive feedback (good and bad) from customers and website visitors.
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Chicano culture
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Refers primarily to people with a heritage based in Mexico.
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collective cultures
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Members of a group sharing common interests and values. They see themselves as an interdependent unit and conform and cooperate for the good of the group.
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concept of time
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Term used to describe how certain societies view time as either polychromic or monochronic.
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conflict resolution style
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The manner in which a person handles conflict. People typically use one of five approaches to resolving conflict: avoidance, compromise, competition, accommodation, or collaboration.
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cultural diversity
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The different racial , ethnic, and socioeconomic varieties, based on factors such as values, beliefs, and experiences, that are present in people grouped together in a given situation, group, or organization.
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customers with disabilities
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Descriptive phrase that refers to anyone with a physical or mental disability.
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diversity
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The characteristics, values, beliefs, and factors that make people different, yet similar.
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expectations of privacy
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The belief that personal information provided to an organization will be safeguarded against inappropriate or unauthorized use or dissemination.
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face
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Refers to the important concept of esteem in many Asian cultures. In such cultures, one tries not to cause embarrassment or otherwise create a situation in which someone looks bad in the eyes of others.
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foreign-born people
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Refers to people not born in a given country.
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form of address
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Title used to address people. Examples include Mister, Miss, and Doctor.
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gender roles
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Behaviors attributed to or assigned by societal norms.
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hearing disabilities
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Conditions in which the ability to hear is diminished below established auditory standards.
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Hispanic culture
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Refers to people who were born in Mexico, Puerto Rico, Cuba, or Central or South America.
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inclusive
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The concept of ensuring that people of all races, genders, and religious and ethnic backgrounds, as well as a multitude of other diverse factors, are included in communications and activities in the workplace.
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individualistic cultures
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Groups in which members value themselves as individuals who are separate from their group and are responsible for their own destiny.
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interpersonal relationship
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Focuses on the need for service providers to build strong bonds with customers.
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Latino culture
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Refers to people of Hispanic descent.
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mobility or motion impairments
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Physical limitations that some people have, requiring accommodation or special consideration to allow access to products or services.
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modesty
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Refers to the way that cultures view propriety of dress and conduct.
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monochronic
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Refers to the perception of time as being a central focus with deadlines being a crucial element of societal norms.
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namaste
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Traditional greeting gesture in India (pronounced NAH-mes-tay) that is preformed with a slight bow and by placing the palms and fingers of both hands together as in a prayer position in the center of the chest.
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ownership of property
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Refers to how people of a given culture view property.
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Platinum Rule
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Term coined by speaker and author Tony Alessandra related to going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated.
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podcasts
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A word that is a derivative of Apple Computer's iPod media player and the term broadcasting. Through podcasts, websites can offer direct download or streaming of their content (e.g., music or video files) to customers or websites users.
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polychronic
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Refers to the perception of time as a fluid commodity that does not interfere with relationships and elements of happiness.
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Real-Time IM Relay for Customers with Hearing and Speech Loss
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AT&T instant messaging system that allows people with hearing loss who have signed up for AT&T's free Relay Service to receive real-time instant messages from callers.
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respect for elders
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A value held by many people from many cultures.
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Telecommunications Relay Service (TRS)
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Through such services, specially trained operators act as intermediaries between people who are deaf, hard-of-hearing, speech disabled, or deaf and blind and standard telephone users.
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values
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Long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals groups or cultures. These affect attitudes and behavior.
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vision disabilities
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Conditions resulting from reduced or lost visual acuity or ability.
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wai
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Traditional gesture in Thailand (pronounced \"why\") used in conjunction with a slight bow as a greeting and to say \"thank you\" or \"sorry.\" It is executed by placing the palms and fingers of both hands together as in a prayer position in the center of the chest. Holding them higher in relation to the face is an indication of more respect or revenues to the other person.
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wiki
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An interactive website where users are free to add, modify, or delete information. Because of the casual and flexible nature of such sites, many people, especially educators, do not consider them a valid resource.
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younger customers
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Subjective term referring to anyone younger than the service provider. Sometimes used to describe members of generation X (born to baby boomers) or later.
