Customer service

That they are also very similar to you

If you are to understand and serve people who might be different from you, you must first become aware:

Psychological distracters

Mental factors that can cause a shift in focus in interacting with others are

Body language

Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming are known as:

When transferring a call, wait until the person picks up the phone and then give your name, the name of the customer waiting and ask 'can you take the call?'

Of the following, the best suggestion to provide good service is:

Vocal cues

Pitch, volume, rate, quality, articulation and other attributes are known as:

Turning off noisy equipment, facing the person, making eye contact and smiling

Positive approaches to listening to a customer include

Assertiveness

Projecting a presence that is assured, confident and capable without appearing aggressive or arrogant is known as your level of:

nonverbal

Groupings of nonverbal behavior to indicate possible positive or negative intent are called:

Notify the customer, tell him or her the reasons and offer service alternatives if available

If service is going to be delayed or take longer than planned

Listening

This is the primary means that many customer service professionals use to determine the needs of their customers

Problem-solving

This model is used by customers to find a solution through the use of a six-step program.

Automatic number identification

This system allows customers to be identified and their calls directed appropriately before an agent talks to them.

Automatic call distribution

This system routes incoming calls to the next available agent based on the number called.

External customers or clients

Those who actively seek out, research and buy, rent or lease products or services offered by a business are its:

Deal with the human being first

To deliver quality service effectively, you must:

Customer defection

When customers take their business to competitors when they feel their needs were not met.

Globalization

A term applied to an ongoing trend of information, knowledge and resource sharing around the world is:

Customer contact center

A central point within an organization from which all customer service contacts are managed by various forms of technology is the:

Service recovery

A concept in which employees can act without asking first for management intervention to resolve a customer issue is called:

Interpersonal relationships

A focus on the need for service providers to build strong bonds with customers is called:

Cultural diversity

A phrase that refers to the differences and similarities attributed to various groups of people within a culture is its:

Paraphrasing

A practice of a message receiver giving back in his or her own word what he or she believes a sender said.

Identify the alternatives, but avoid making a selection

All of the following are basic steps in the planning process, except:

Gender roles

Behaviors attributed to or assigned by societal norms are"

Demanding

Customers who have definite ideas about what they want and are unwilling to compromise.

indecisive

Customers who have difficulty making a decision or making a selection when given choices of products or services.

Reduced return on investment

Direct benefits of CRM are all of the following except:

Internal customers

Employees of other departments or branches, coworkers and other people who work within the same organization are:

Unreliable and understandable

RUMBA includes all of the following characteristics, except:

Media blending

Technology that allows a service provider to communicate with a customer via telephone while at the same time displaying information to the customer over the computer is:

Platinum Rule

Term coined by 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:

The methods to encode and decode, as well as the feedback, filters and noise

The Interpersonal Communication Model contains the environment, the sender, the receiver, message, channel and:

Balanced scorecard

The National Malcolm Baldridge criteria for performance excellence includes all of the following except:

Memory

The ability to gain, store and retain information in the brain for later application

Get everyone involved in the organization in planning and brainstorming

The best way to create a service culture is to:

Service

The customer service environment is made up of six components of which customer, organizational culture, human resources, products/deliverables and delivery systems comprise five. The sixth component is:

Diversity

The different characteristics, values, beliefs and factors that make people different yet similar are known as:

Non-reference to any packaging or pricing

The dimensions of trust used by organizations to create system and staff strategies that foster trust include all the following, except:

Service philosophy or mission

The direction or vision of an organization that supports day-to-day interaction with customers is the:

Ethical behavior

The expected performance that sends a message of being trustworthy and honest and having the intent to provide quality service is known as:

Service delivery systems

The mechanism or strategies used by an organization to provide service to customers is known as:

Trust

The most important criterion for a relationship is:

Attending

The phase of the listening process in which a listener focuses attention on a specific sound or message.

Service recovery process

The process of righting a wrong or correcting something that has gone wrong with provision of a product or service to a customer is the:

Rapport

The silent bond built between two people as a result of sharing common interests is called:

Problem-solving

The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution is known as:

Process improvement

The term that refers to the process of continually evaluating products and services to ensure that maximum effectiveness, efficiency and potential are being obtained from them is:

Primary behavior pattern

The way a person acts or reacts under certain circumstances is a typical:

Empowerment

The word used to describe the giving of decision-making and problem-solving authority to lower-level employees is:

Decisive

This is one of the behavioral groups, characterized by a direct and no-nonsense approach to people.