IDT Final
Customer Service Representative
the employee in a business that most often interacts with a customer before and after a transaction has occurred
Algorithm - a sequence of steps used to solve a problem. Flowchart - a diagram of the sequence of movements or actions. Function - a block of code that performs a task when programming in Scratch. Procedure - a set of coded instructions that tell a computer how to run a program or calculation. Integrated Development Environment (IDE) - a software suite that consolidates basic tools required to write and test software. Iteration - the repetition of a process that allows programmers to simplify a program and make it more efficient. Method - a set of instructions that provide instructions for a computer to execute. Procedural Abstraction - the process of using functions, procedures, and methods to program. Selection - a programming concept where a section of code is run only if a condition is met.
.Code of Ethics - A set of guidelines to help individuals make on-the-job ethical decisions. Commercial Software - software that is sold in computer stores or websites. Computer Worm - A software program designed to replicate itself after entering a computer system through a network or security hole. Encryption - The process of scrambling or hiding information so that it cannot be understood without the key to change it back. End User Piracy - when an individual reproduces copies of software without authorization. Internet Piracy - the practice of downloading and distributing copyrighted content digitally without permission. Jailbreak - Making unauthorized changes to an iPod, iPhone, or iPad to get apps from a source other than the official iTunes App Store. Keylogger - A program that records a person's keystrokes, saves them, and then sends them to a system administer or remote hacker. Malware - Programs such as viruses, worms, and bots designed to disrupt computer operations. Pharming - An exploit that redirects users to fake websites. Proprietary Software - software that has restrictions on its use that are defined by copyright, patents, or license agreements. Public Domain Software - software not protected by copyright because the copyright has expired, or the author has placed the software in public domain. Softlifting - a common type of software piracy in which a legally licensed software program is installed or copied in violation of its licensing agreement. Software Piracy - the illegal copying, distribution, or use of software. Spam - Unsolicited e-mail typically sent as a bulk or mass-mailing and often used for fraudulent or deceptive marketing. Whistleblowing - The disclosure by an employee of confidential information that relates to some danger, fraud, or other illegal or unethical conduct connected with the workplace. Zombie - A computer that has been compromised by malware that allows it to be controlled be a remote user.
Functional Structure
Advantages of Functional Type of Structure Managers are able to specialize and become more efficient at performing their duties. Allows the general manager to concentrate on overseeing business, develop relationships with customers and suppliers, and establish an overall strategy for business. Disadvantages of Functional Type of Structure While managers in the various areas can develop expertise in their functional area of responsibility, they can lose sight of how the parts fit into the business.
Backlog - when a help desk becomes overwhelmed and customer requests are not dealt with immediately, they become a backlog. Canned Response - answers to frequently asked questions that helps service representatives save. Cross selling - promotes products related to the one the customer ordered. Customer focus - the attitude and commitment for providing quality customer service. Customer service - the ability of an organization to consistently give customers what they need and want. Empathy - understanding or showing concern for someone's feelings or position. External customers - people or other organizations that buy or use the products and services provided by a company. Internal customers - departments or employees within an organization who use the products or services provided by others within the organization. Knowledgebase - a centralized online database that provides resources for troubleshooting and solving problems. Up selling - encourages a customer to buy a more expensive product compared to the one he or she asked for.
Applicant tracking systems - ATS (also referred to as automated resume screeners) are software applications that enable the electronic handling of recruitment needs and are designed for recruitment tracking purposes. Behavioral interviewing - interview approach that includes questions regarding an individual's past to consider how they might handle situations in the future. Career coaching - the process of working with individuals to assist them in assessing their skills and making critical and informed career development decisions. Chronological resume - a document that gives an applicant's work experience in order with the most recent experience listed first. Electronic resume - a document that gives qualifications and work history for an applicant in electronic format. Essential skills - the skills needed for work, learning and other activities of daily life. Exit interview - a meeting between an employee who is leaving the company and a company representative. Functional resume - a document that indicates the skills and qualifications of an applicant for a particular job. Hard skills - specific, teachable abilities gained through experience and education that can be defined, quantified, and measured. Informational interview - a brief meeting (generally one hour or less) arranged and led by a potential jobseeker in which he/she seeks to obtain insider information on a particular career or industry. Job boards - a resource that allows individuals to browse job listings by company, industry, location, country, and pay. Networking - making contacts with people who may help you in the job search process. Soft skills - non-technical skills that impact your performance in the workplace.
customer service
Be kind and courteous. Be attentive to the customer. Listen carefully. Ask questions for full clarity. Apologize for the problem. Follow company policies. Do not argue with the customer. Handle the situation for the satisfaction of the customer if it is at your level of authority. Know when to call a superior if the situation escalates.
Boolean Operator - A word or symbol that describes a relationship between keywords and assists in narrowing the results of a query. Cloud Service Provider (CSP)- an information technology services vendor that allows clients to manage applications and data in a cloud environment. Cloud Storing - an Internet service that provides remote storage to computer users. Pharming - A method used by hackers to redirect a website's traffic to a phony website. Phishing - A method in which hackers steal passwords by posing as an official representative of an organization in order to get you to reveal personal information. Private Cloud - a cloud computing environment where all hardware and software resources are accessible by a single customer. Public Cloud - an information technology model where on-demand computing services and infrastructure are managed by a third-party provider and shared with multiple organizations using the public Internet. Netiquette - A set of guidelines for posting messages and e-mails on the Internet. Search Engine - A program that uses keywords to find information and return a list of related documents. Spam - Unwanted electronic junk mail that appears in an individual's inbox. Web Crawler - A search engine element that explores the Web to gather information that represents the contents of web pages and then submits the related pages to an indexing service for processing. Web Browser - A software program that runs on your computer and helps you access web pages. URL - The exclusive address of a web page. The official term is Uniform Resource Locator. Software as a service - A model in which consumers access applications from a cloud provider over the Internet using a browser.
Brainstorming - a problem-solving method that involves spontaneous contribution of ideas and solutions. Bug - an error in a program that prevents the program from running as expected. Procedural Paradigm -An approach to programming where the programmer defines the steps for solving a problem. Run Time Error - errors that use too much memory and crashes the device. Syntax - Grammar rules that create valid program statements. Syntax Rules - rules in pseudocode or a programming language for spacing, punctuation, indentation, and order of language elements. Syntax Error - An error that results when an instruction does not follow the syntax rules or grammar of the programming language.
Before the Interview Research the organization. Research national and local salaries for your occupation. Practice interviewing with a friend or family member. Reduce stress by getting a good night's sleep. Make sure you have the correct time and directions to the location of the interview. Generate multiple copies of your resume and reference list. During the Interview Smile and shake hands with the interviewer and/or interview committee. Maintain good eye contact. Be aware of nonverbal body language such as adjusting jewelry, wringing your hands, or twirling your pen. Do not criticize former employers, instructors, or employees. Answer questions thoroughly and concisely. Do not talk too much. Do not tell jokes. Do not ask questions about salary or benefits but ask questions that are related to the job such as possible challenges you might encounter, what is expected of the individual who receives the job, and the opportunities for advancement. After the Interview Compose a thank-you notice for the prospective employer and/or interview committee. Make sure to thank the prospective employer and/or interview committee, include a recap of your skills and abilities, and add a statement indicating your interest in the position. Reflect on the interview experience and note how you can improve.
Casual Worker - A person employed as required without fixed hours or attendance arrangements. Computer Professional - Any person whose primary occupation involves one or more aspects of computer technology. Contract Worker- A computer professional who does not work directly for one company and often is paid by the job instead of a salary. Credentials - a person's education, experience, and/or certification which serves as proof that they have the ability to perform a specific job. Information Technology Department- Department that is responsible for a company's computers, data, software, and support services. Information Technology Industry - Companies involved in the development, production, sales, and support of computers and software. Outsourcing - The use of independent contractors to perform specific tasks. Telecommute - The act of using available technology to work from home or another off-site location.
Canvas ePortfolio: Free for students with a Canvas account :You must be enrolled in a course to create an ePortfolio. The ePortfolio can be downloaded and used in the future. Github for Education: registration is optional but required for creating and joining repositories and browsing all repositories. :Parent organization-Microsoft Provider of Internet hosting for software development and source code management.Students would create their portfolio and upload it to the Github repository to store. Dropbox: Account required: Secure storage cloud.: Basic - Free account (1 user, 2 GB of secure store, connect to 3 devices). Account is automatically deleted 90 days after you reach 12 months of inactivity. Jimdo: Account required: Web hosting service.Free account - limited features. Uxfol.io: account required: Online portfolio builder, Hosting and updates, Built-in text ideas, Built-in mockup frames, Special case study sections, Community reviews, 1 public portfolio, and 1 public project. Portfoliobox: Account required Portfolio website manager Free option available
Cookies - small computer text files placed in your computer by the sites you visit that collect info about your computer system and the webpages you view. Creative Commons - the digital-era answer to copyright for those artistic creators that wish to share their works. There are various levels for which they agree to share (almost all levels include giving credit to the creator). Digital Citizenship - the process of acting ethically and responsibly when accessing digital information as well as respecting the creative rights of the digital global community. Digital photo manipulation - using digital technology to change the content or appearance of a photo. File Sharing - providing access to digitally stored information/music on servers or websites. Piracy - to illegally copy or download copyrighted material. Tag - to add a descriptive word, label or phrase that can be placed on many things including photos and videos. Third party - a person or company other than you and the owner of the website you visit. Crowdsourcing - An activity in which a group of people contribute, usually online, to solving a problem or completing a task. Online identity - the collection of a person's social media presence online. Social media - online services that facilitate communication and interaction among people who want to share information about their lives, issues, and events using a multimedia mix of text, pictures, video, and audio. Digital Revolution - An ongoing process of social, political, and economic change brought about by digital technology, such as computers and the Internet.
Productivity and Organization
Employers must follow company policies and maintain productivity.
Non-verbal
Eye contact, posture, personal appearance, and timing.
History of FBLA
FBLA provides opportunities for individuals beginning at the secondary level. The FBLA-Middle Level is available for junior high, middle, and intermediate school students. Phi Beta Lambda (PBL) allows students the opportunity to contribute to the organization while in college. FBLA-PBL alumni, educators, and parents who support the goals of the association can also participate by becoming a member of the professional division. Click on the link in the sidebar to access the Georgia FBLA website to access the FBLA Chapter guide and discover information about the Georgia state leaders. The history of the Future Business Leaders of America (FBLA) organization dates back to 1937. Look over the timeline below to take a journey through time to learn more about the formation of this student organization. 1937 - Hamden L. Forkner of Teachers College, Columbia University in New York City, proposes to business teachers across the country that a national organization is needed for business clubs in the nation's high schools and colleges. 1940 - The National Council for Business Education (now known as the National Business Education Association) sponsors the proposed student organization. The name "Future Business Leaders of America" is selected for the organization. 1942 - An experimental chapter is chartered in Johnson City, Tennessee, on February 3. A second chapter is started two days later in St. Albans, West Virginia. By the end of the year, 39 chapters are added and over the next three and one-half years, another 38 chapters join. 1946 - The United Business Education Association assumes sponsorship of FBLA. Headquarters office for FBLA is established at the National Education Association Center in Washington, D.C. 1947 - Iowa becomes the first FBLA state chapter. Indiana and Ohio quickly follows. Within the next three years, FBLA state chapters total ten. 1958 - The postsecondary division, Phi Beta Lambda is created. The University of Northern Iowa is the first PBL chapter. 1969 - FBLA-PBL is granted independent status as a nonprofit educational student association under Internal Revenue Code 501 (c)(3). FBLA-PBL, Inc. acquires its own board of directors and full-time staff. 1973 - FBLA-PBL, Inc. appoints Edward D. Miller as the association's first full-time executive director. 1979 - The board of directors approves establishment of the FBLA-PBL Alumni Division. 1981 - The Conrad N. Hilton Foundation purchases 1.6 acres of land in the Center for Educational Associations, Reston, Virginia, as the site for a future FBLA-PBL National Center. 1987 - FBLA annual membership tops 200,000 for the first time. 1989 - The Professional Division is formed to include alumni and professional businesspersons. 1990 - The groundbreaking ceremony is held for the FBLA-PBL National Center. 1991 - The grand opening of the FBLA-PBL National Center is held. 1994 - The FBLA-Middle Level division is formed for students in grades 5-9. 1997 - Edward D. Miller retires as president and chief executive officer of the national association. Jean Buckley is appointed president and chief executive officer.
Verbal
Face to face, phone and in writing(using words)
Organizational Structure
Functional: Top Down, most businesses use Product: Executives at top, different products separated into mini-companies Customer: Executives at top, segmented into customer groups Regional: Company split into regional, geographical groups MatrixLots of departments, all equal
Ethics - moral principles that guide a person's behavior Functional organization - classical organization structure where employees are grouped hierarchically, managed through clear lines of authority and ultimately reporting to one person Gossip - to talk too much about other people Harassment - being tormented
Honesty - integrity, sincerity, freedom from guile Initiative - the readiness and ability to begin acting on an idea or task Interview - an in-person meeting arranged to perform an assessment of an applicant Job Application - a verbal or written request for a job Loyalty - a sense of duty toward a superior or loved one Manager - a person who can control and direct a business Meek Customer - a customer who usually will not complain to the company, but are most dangerous because they do complain to other people Organizational chart - diagrams that show the structure of an organization and the relationships and relative ranks of its parts and positions/jobs Organizational structure - mainly a hierarchical structure, it shows the concept of subordination of entities that collaborate and contribute to a common cause Prioritize - ranking tasks, duties in an order of importance
Action plan - a detailed plan that displays actions to achieve one or more goals Action steps - specific acts that are taken to achieve a goal Authoritarian leadership - a style of leadership in which the leader tells the employees what needs to be done and how to perform it without getting their advice or ideas. Benchmarking - the process of measuring the organization's products, services, cost, procedures, etc. against competitors or other organizations that display a "best in class" record. Character - the sum total of an individual's personality traits and the link between a person's values and her behavior. Corporate culture - the set of important assumptions that members of the company share. Delegative leadership - a style of leadership in which the leader entrusts decision making to an employee or a group of employees. The leader is still responsible for their decisions.
Horizontal leadership - viewing leadership as a system so that information becomes networked. Information now flows horizontally. Differs from tradition leadership in which we view information running vertically or in a hierarchical manner. Leadership styles - the manner and approach of providing direction, implementing plans, and motivating people. Long-term goal - a goal that is achieved after several years Participative leadership - a style of leadership in which the leader involves one or more employees in determining what to do and how to do it. The leader maintains final decision making authority. Short-term goal - a goal that is achieved in less than a year
Teamwork
Important for hiring
Card reader - a device that transfers data between a memory card and a computer. Chromebook - a laptop using web-based software storing data in Google's cloud-based Chrome Operating System rather than on a local hard disk. Device driver - software that helps a peripheral device establish communication with a computer. Executable file - a file that contains a computer program that is carried out step-by-step within the microprocessor. Form factor - the size and dimensions of a device of components such as circuit boards and system units. Gigahertz (GHz) - a measure of the frequency equivalent to one billion cycles per second. Integrated circuit - Another name for a chip, an integrated circuit (IC) is a small electronic device made from a semiconductor material. Linux platform - uses a standard PC or Mac to run the Linux operating system. Mac platform - based on a proprietary design for a personal computer called the Macintosh or Mac, manufactured almost exclusively by Apple Inc. Malware - a program or a set of program instructions that are designed to enter a computer and disrupt its normal operations.
Megahertz (MHz) - a measure of the frequency equivalent to one million cycles per second. Mobile App - an application designed to be downloaded to a handheld device like a smartphone or tablet computer. PC Platform - based on the design for the IBM PC. Peripheral device - designates input, output, and storage equipment that might be added to a computer system to enhance its functionality. Portable computer - a computer device such as laptops, tablets, and smartphones that operate on battery power. Service Pack - a collection of patches designed to correct bugs and/or add features to an existing software program. System Unit - the case that holds the computer's main circuit boards, microprocessor, memory, power supply, and storage devices. System Utilities - can track down and fix disk errors, repair corrupted files, and give devices a performance-enhancing tune-up. Wearable computer - computer-powered devices or equipment that can be worn by a user, including clothing, watches, glasses, shoes, and similar items.
Barriers to communication
Message not clear, do not understand message, not listening, lack of language skills.
Flickr was created by Ludicorp in 2004 and purchased by Yahoo in 2005. Photos and videos can be accessed from Flickr without creating an account; however, if you want to upload an image, you must create an account.The free account provides users with a limited amount of storage for photos and videos; however, more space can be obtained by upgrading to a paid account.You will need to create a Yahoo account to utilize Flickr. After logging in to your Yahoo account, you will be prompted to choose a Flickr screen name which will serve as your username. You will then be able to create a new account.Flickr users can also offer their work under a Creative Commons license. For more details on the types of Creative Commons licenses click here Links to an external site.. Photobucket Photobucket was created by Alex Welch and Darren Crystal in 2003 and purchased by Fox Interactive Media in 2007. Fox's parent company, News Corp sold Photobucket to Ontela. On June 2011, Twitter announced that Photobucket would be their default photo sharing platform.The free account provides users with a limited amount of storage for photos and videos however; more space can be obtained by upgrading to a paid account.You will be required to create a username and password to produce an account. After doing so, you will be required to enter demographic information and random letters for security purposes. After this step, you may receive offers of advertisements which prompt you to enter information. Avoid the prompt to receive the products and click on the word "HERE" to gain access to your album. For more details about Photobucket, click here Links to an external site.. Instagram Instagram was created by Kevin Systrom and Mike Krieger in October 2010. The program was originally designed as a photo sharing program and was available to iPhone, iPad, and iPod Touch owners. Instagram added hashtags in January 2011 to aid users in locating photographs and Instagram members. In April 2012, support was provided for Android camera phones running 2.2 Froyo and in June 2013, Instagram incorporated video sharing. The free account provides users with a limited amount of storage for photos and videos; however, more space can be obtained by upgrading to a paid account. Creating an account requires that you download the Instagram app on your iPhone or Android device. You will need to tap the Instagram icon to open it. After you tap on the Register reference, you will be prompted to create a username and password. You will also be prompted to create a profile. After your profile has been created, click on Done to begin using the program. For more details about Instagram, click here Links to an external site.. Hashtags - A word or phrase proceeded by a pound sign (hash) used to identify messages on a specific topic. Icon - A graphical object that represents programs or folders on a computer desktop.
Online safety:Create a password that is at least eight characters in length to include a combination of letters, numbers, and special characters. Do not leave your digital devices unattended in public places. Keep you antivirus software up-to-date. Install software service packs and security patches as they become available. Avoid clicking on pop-up ads. Do not reply to spam. Ignore email offers that seem too good to be true. Read the Private Policy on websites before you submit personal information. Cover the webcam on your computer with a piece of tape when it is not in use. Install and activate antispyware and ad-blocking software.
Career Vision Statement - a set of career goals that a jobseeker establishes for professional desires. Content Block - part of an ePortfolio that includes images, videos, descriptions, and other work samples. ePortfolio - an electric portfolio that includes a purposeful collection of work samples, achievements, and evidence of skills. Instructional Portfolio - a portfolio featuring a student's ability to perform a particular skill.
Page - a page created within a section in an ePortfolio to organize work samples and can be used to showcase specific assignments and projects and/or reflections. Personal Brand Statement - a statement that summarizes the unique benefits you have to offer. Reflection - comments that can be made on different pages that allow you to draw meaningful connections with the featured artifacts. Section - a section in your ePortfolio that serves like a folder. Showcase Portfolio - portfolios that are summative in nature and include samples of a student's best work.
Hardware - The physical parts of a computer system. (i.e. monitor, keyboard, system unit, mouse, etc.) Software - Computer instructions or data. Main Board - The physical circuit board in a computer that contains the central processing unit (CPU) and other basic components.
Rear Connectors: Allows external devices to be connected to the computer. Memory Slots: Allows computer memory to be inserted into the computer. Also referred to as a RAM slot. CPU Socket: The connector on the motherboard that houses a CPU and forms the electrical interface and contact with the CPU. Integrated Drive Electronics (IDE) Port: These are 40 pin connectors that provide a place to connect the ribbon cables from the drives (hard and CD/DVD). All data between the motherboard and the drives is carried in these cables. Serial ATA (SATA) Ports: These components connect via cables to various storage devices. Peripheral Component Interconnect (PCI) Slots: Allows components to be placed directly into the motherboard. Peripheral Component Interconnect (PCI) Express Slots: This type of PCI slot is full-duplex which means data is sent and received at the same time.
Problem Solving - the thought process involved in solving a problem Punctual - on time References - a formal recommendation made by a former employer to a prospective employer concerning a job applicant's skills and job performance Reliability - the trait of being one who others can count on Respect - to regard as worthy of special consideration Resume - a written document that lists your work experience, skills, and educational background
Rip-Off Customer - a customer who tries to get something they are not entitled to by complaining and repeatedly responding " not good enough" to offers Self-discipline - controlling your impulses Troubleshoot - to determine what problems exist and how to correct them Trustworthiness - deserving of trust and confidence
Security Software
Security software is designed to protect computers from an assortment of viruses and unauthorized intrusions. Antivirus software is a type of utility software that looks for and exterminates viruses, Trojan horses, worms, and bots. The software can be purchased as a standalone module or a security suite. If purchased as a security suite, additional features are added. This type of software is available for handhelds, personal computers, USB flash drives and servers. Antivirus software scans for virus signatures in programs, data files, incoming and outgoing e-mail and attachments. You will discover that installation and activation guidelines vary for each security software product. Once you have installed your antivirus software it is best to keep it running full time in the background. By doing so, files and e-mail messages are scanned the second you access them.
Ready for work
Students should exit CTAE course with knowledge of career opportunities.
Chain of Command
a system where authority passes down from the top through the levels of an organization
Application Service Providers - provide access to software or services for free. Audioblogs - blogs or weblogs that are enriched by audio files. Blockchain - a decentralized and distributed network that is used to record transactions across connected devices as blocks of data that cannot be altered after being recorded. Clickers - also known as Personal Response Systems. Device used by an audience to respond to an instructor's presentation delivered through wireless devices. Edge computing - pushes processing and data to the near edge of the network, which enables timely collection, processing, and analysis of data. Mashups - a website or Web 2.0 application that uses content from more than one source to create a new service. Microcontroller - a small computer on a single metal-oxide-semiconductor integrated circuit chip. Nanotechnology - a field of science whose goal is to control individual atoms and molecules to create computer chips and other devices that are thousands of times smaller than current technologies. Really Simple Syndication (RSS) - a lightweight XML format designed for sharing headlines and other web content.
Telepresence - a set of technologies, such as high definition audio, video, and other interactive elements that enable people to feel or appear as if they were present in a location which they are not physically in. Ubiquitous Computing - the possibility of computers being embedded into almost everything and potentially able to communicate. Utility (on demand) computing - the provision of IT services on demand. Users pay for computing or storage resources on an as-needed basis, like the way one pays for utilities. Vlogging - a blog that includes video. Web 2.0 Applications - collaborative and interactive tools that are strictly web-based and are typically free to the user. Verichip - a computer chip, the size of a grain of rice, which can be implanted in a patient's arm to provide information about an individual's medial history.
Beta Website - a prepublication version of a website. Browser - A program that accesses and displays files and other data available on the Internet and other networks. Call-To-Action - a suggestion that requires the website visitor to interact with the website. Dedicated Web Server - a web server that hosts a specific web designer's file. FTP Client - a software program that provides a user interface for transferring files using the FTP protocol. Home Page - The first page of a website that is typically named index or default. Reciprocal Link - a link exchange with another website. Scroll Bar - A widget found in graphical user interfaces and used to show and control ("scroll") which portion of a document is currently visible in a window. Load Time - The amount of time necessary to completely load one web page. W3C - Short for World Wide Web Consortium. It is the international governing body for the development of platform independent web standards and specifications. HTML - A set of tags that are used to mark up plain text so that a browser application knows how to display the text. Web Metrics - The analysis of various types of website visitor data to understand how visitors act at the stie. XHTML - Abbreviation for Extensible Hypertext Mark-up Language. It is the next generation of HTML and is a hybrid between HTML and XML. XML was designed to describe data. HTML was designed to display data.
Web design: Do not overcrowd pages with text and graphics. Use white space effectively. White space is the area on a web page that contains no text or graphics. Limit the number of multimedia elements such as video clips, sounds, and graphics to minimize load time issues. Never copy and transfer information from a website without permission. Obtain permission if you link to another web site. If you link to another web site, always link to a homepage rather than a deeper page. Remove all unauthorized materials from your web site. Design your web site to be accessible for everyone. Consider including audio files for users with vision disabilities or supply text as an alternate source for information that is presented on the screen. Make sure to review the standards as noted by the World Wide Web Consortium to ensure that you web site meets the standards for accessibility. View the video below to discover more details about designing websites.
Customer Service
a company's ability to supply the wants and needs of a customer
High-Roller Customer
a customer who expects the absolute best and is willing to pay for it and usually complains in a reasonable manner
Chronic Complainer
a customer who is never satisfied and always feels there is something wrong
Aggressive Customer
a customer who readily complains, often loudly and at length.
Cover Letter
a letter sent along with a resume to provide additional information
Diversity
a state of difference
Complaint
communication from a customer that alleges deficiencies after a purchase has been made
Customer service
company ability to supply wants and needs of customer; exceed their expectations.
Cooperation
concurrent effort or labor
FBLA
motivation rally: members gather statewide; speaker featured and students participate in competitive events. FLC: leadership tracks in career success, business management, FBLA officer ship, personal finance, professionalism, etiquette training. RLC: Students compete at regional level. Middle level SLC: junior high, middle, and intermediate school students compete and attend business sessions.
Active listening
show interest, don't be close minded, don't interrupt messenger, make eye contact, focus, decrease distractions, restate message.
Clientele
the customers of a company or business
Character
the mental and moral qualities distinctive to an individual
Dependability
the trait of being reliable
Conserve
to save
Cell phone
turn off ringer; don't take personal calls during work; take call in breaks in private place; professional ringtone; avoid texts/reading texts constantly.
Getting message across
use appropriate tone, make eye contact, use appropriate body language, make sure audience ready to listen.
Coaching Session
when a manager trains employees how to properly handle situations
