Customer Service Skills

Customer

a person or organization that buys goods or services from a store or business. Sentence: The customer had an issue with his product, so I helped him out.

SME (Subject Matter Expert)

a person who is an authority in a particular area or topic. -------------------------------------Sentence: I called an SME to confirm and resolve my issue with my laptop.

Service Desk

a primary IT service within the discipline of IT service management (ITSM) as defined by the Information Technology Infrastructure Library (ITIL). ------------------ Sentence: The Service Desk helps with our phone calls and any other problems we have.

Help Desk

a service providing information and support to computer users, especially within a company.---------------------------------Sentence: I called the help desk when I had problems with my computer at work.

Value

the regard that something is held to deserve; the importance, worth, or usefulness of something.------------------------Sentence: The value of a computer to programming students is on a high level, since they need them to work on projects and training.

Active Listening

a communication technique used in counseling, training and conflict resolution, which requires the listener to feed back what they hear to the speaker, by way of re-stating or paraphrasing what they have heard in their own words, to confirm what they have heard ---------------------------------- Sentence: Usually customer service helpers are actively listening to understand my situation and help me resolve the problem.

Internal Customer

a customer who is directly connected to an organization, and is usually (but not necessarily) internal to the organization. Sentence: An internal customer uses our products and reports back to us if anything is wrong with our product directly since they work here.

Customer Satisfaction

a marketing term that measures how products or services supplied by a company meet or surpass a customer's expectation ----------------------------------------- Sentence: Sometimes, call centers will ask for Customer Satisfaction and send you a survey to fill out on how well they helped out.

Problem

a matter or situation regarded as unwelcome or harmful and needing to be dealt with and overcome. -------------------- Sentence: There was a problem with the server and the networking team had to come in and fix it.

Incident

an event or occurrence. ------------------- Sentence: An incident was seen by many people when the man tried to steal the womans purse.

Call Center

an office set up to handle a large volume of telephone calls, especially for taking orders and providing customer service. ------------- Sentence: Most large companies in New York City have Call Centers to help with peoples needs.

Best Practice

commercial or professional procedures that are accepted or prescribed as being correct or most effective. --------------Sentence: The best practice for learning how to study these words is by using quizlet

Paraphrase

express the meaning of (the writer or speaker or something written or spoken) using different words, especially to achieve greater clarity. ---------------------------------- Sentence: The student paraphrased the definition to his classmates to help them understand.

Caring Attitude

feeling or showing care and compassion Sentence: Usually I have a caring attitude and care about most things, but today I will relax and not worry about anything about anything.

Outsourcing

obtain (goods or a service) from an outside or foreign supplier, especially in place of an internal source. --------------------------------- Sentence: The United States is usually outsourcing from China.

Soft Skills

personal attributes that enable someone to interact effectively and harmoniously with other people. ---------------------------Sentence: Some people are aggressive towards others and do not have the soft skills to be nice to others.

Passive Listening

sitting quietly without responding. ---------- Sentence: The satisfaction rating on the Customer service was low because the helper was passively listening and the problem was not resolved correctly.

External Customer

someone who uses your company's products or services but is not part of your organization.---------------------------------- Sentence: We have many external customers, and we make a surplus of profit off of them.