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Customer Service Exam: Chapter 2 Terminology, Exams of Customer Relationship Management (CRM)

A comprehensive overview of key terminology related to customer service, covering concepts such as customer-centricity, service culture, employee expectations, and ethical behavior. It presents definitions and explanations for each term, making it a valuable resource for students and professionals seeking to enhance their understanding of customer service principles.

Typology: Exams

2024/2025

Available from 01/13/2025

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Customer Service Exam Chapter 2
Terminology
1. Attitudes - Correct Ans: ✅ Emotional responses to people,
ideas, and objects. They are based on values, difference
between individuals and cultures, and affect the way people
deal with various issues and situations.
2. Customer Centric - Correct Ans: ✅ A term used to describe
service providers and organizations that put their customers
first and spend time, effort, and money identifying and focusing
on the needs of current and potential customers. Efforts are
focused on building long-term relationships and customer
loyalty rather than simply selling a product or service and
moving on to the next customer.
3. Customer friendly systems - Correct Ans: ✅ Refers to the
process in an organization that makes services seamless to
customers by ensuring that things work properly and the
customer is satisfied.
4. Employee expectations - Correct Ans: ✅ Perception about
positive and negative aspects of the workplace.
5. Employee roles - Correct Ans: ✅ Task assignments that service
providers assume.
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Customer Service Exam Chapter 2

Terminology

  1. Attitudes - Correct Ans: ✅ Emotional responses to people, ideas, and objects. They are based on values, difference between individuals and cultures, and affect the way people deal with various issues and situations.
  2. Customer Centric - Correct Ans: ✅ A term used to describe service providers and organizations that put their customers first and spend time, effort, and money identifying and focusing on the needs of current and potential customers. Efforts are focused on building long-term relationships and customer loyalty rather than simply selling a product or service and moving on to the next customer.
  3. Customer friendly systems - Correct Ans: ✅ Refers to the process in an organization that makes services seamless to customers by ensuring that things work properly and the customer is satisfied.
  4. Employee expectations - Correct Ans: ✅ Perception about positive and negative aspects of the workplace.
  5. Employee roles - Correct Ans: ✅ Task assignments that service providers assume.
  1. Protege - Correct Ans: ✅ Typically less experienced recipients of the efforts of mentors
  2. RUMBA - Correct Ans: ✅ An acronym for five criteria-realistic, understandable, measurable, believable, and attainable-used to establish and measure employee performance goals.
  3. Service culture - Correct Ans: ✅ A service environment made up of various factors, including the values, beliefs, norms, rituals, and practices of a group or organization.
  4. Service delivery system - Correct Ans: ✅ The mechanisms or strategies used by an organization to provide service to customers.
  5. Service measurement - Correct Ans: ✅ Techniques used by organizations to determine how customers perceive the value of services and products received.
  6. Service philosophy - Correct Ans: ✅ The approach that an organization takes to providing service and addressing the needs of customers.
  7. Vision Statement - Correct Ans: ✅ Communicates an organization's values and purpose and explains what the organization wants to be.
  1. Mission - Correct Ans: ✅ The direction or focus of an organization that supports day-to-day interactions with customers.
  2. Mission statement - Correct Ans: ✅ An organization's mission statement defines its purpose or objectives and how it will attain them. It is committed to writing and publicly shared with employees and customers.