Chpt. 10 Cust service

Planning process model

five step process for creating contingency and back up plans to better serve customers when problems arise or things do not go as expected.

Cost of a Dissatisfied Customer

formula used to calculate the cost of acquiring a new customer or replacing the current one as a result of having a dissatisfied customer leave an organization.

Customer Relationship

on going relationships with customers.

Channel partner

Relationship of two organizations through which Partners are able to build a large and strong competitive presence in the marketplace.

Contingency plans

Backup systems or procedures that are implemented when regular ones breakdown or fail to function as intended.

Emoticons

(emojis) humorous characters that send visual messages such as smiling or frowning.

Customer Satisfaction

A marketing term used to describe how well an organization is doing in providing Products and services that meet or exceed a customers needs and expectations.

Code of Ethics

A set of standards often developed by employers that guide the conduct of all employees.

Customers with Disabilities

Descriptive phrase that refers to anyone with a physical or mental disability.

Contact Point or Touch Point

Instances in which a customer connects with a service provider or some other aspect of an organization.

Trust

Key elements in cementing interpersonal relationships.

Social Media

Social networking blogging, Twitter face book

Younger Customer

Subjective term refers to anyone younger then the service provider, sometimes used to describe members of generation X born to baby boomers or later.

Voice Response Unit

System that allows customers to call 24 hours a day seven days a week by keying a series of numbers on the telephone keypad to get information or answers.

On Line Information Fulfillment System

Technology that allows a customer to access an organization website and click on desired information without having to interact with a service provider.

Customer retention

The ongoing effort by an organization to meet customers needs and desires in an effort to build long term relationships.

Churn

The process of a customer switching between products or companies to get a better price contract etc.

Telephone Type Writer System

Type writer like devise used with people with hearing disabilities.

Screen Pop-Ups

allows us to see an incoming callers Information pop up onto the screen.