Glossary
A - Explore how effective customer service contributes to business success
Quizlet Glossary
Customer service - Activities and benefits provided by a business to its customers to create goodwill and customer satisfaction
Customer service roles - The functions of staff allocated to supporting customers such as handling enquiries and solving problems
Teamwork - Collaborative efforts of staff to support customers and deal with customer issues effectively
Organisational rules -
Organisational procedures -
Retail shops - Stores selling goods and services to customers
Selling tangiable goods - The sale of physical items
Product knowledge - Information about a good or service that can include its application, function, features, and use.
Effective selling skills - The ability to convince customers to make a purchase. Skills include good communication, product knowledge and negotiation
Non-tangiable service - Products for sale that are not physical such as banking, insurance and beauty services
Face-to-face service - When sales staff and customers are physically in the same location
Online service - Connecting with customers via the internet
Contact centres - A hub containing staff who's primary role is to support customers. They may answer phone queries but also use other means such as online chat
Time limitations - The constraints of the amount of time available to deal with a customer by a contact centre
Hospitality industry - a group of businesses composed of establishments related to lodging and food-service management
Serving skills - The set of behaviours and routines staff use when providing food and drink to customers
Customer expectations - The minimum quality standards for a product or service that is acceptable to consumers
Customer satisfaction - the extent to which a product's perceived performance matches a buyer's expectations
Types of customer - consumer market, business market, government and institutions
Internal customer - Customers who have a direct relationship with the organisation. They may be staff who work there or intermediaries between the business and end consumer.
External customer - people who buy the products and services from a business without any direct relationship with the business
Customer personalities - Aggressive, demanding, quiet
Aggressive customer - a customer who readily complains, often loudly and at length
Quiet customer - Customers who say little either in a positive or a negative way. It can be hard to interpret their satisfaction level
Demanding customer - Customers who request things that you find hard to provide such as reduced prices or additional features
Customer special requirements - different language or culture, age, gender, families, special needs such as visual, hearing or mobility.
Culture - Different beliefs and customs held by customers that may affect the way in which a service is provided to them
Gender - Male, female, transgender, gender neutral, non-binary, agender, pangender, genderqueer, two-spirit or third gender.
Visual impairment - a difficulty in seeing that may include blindness or partial sightedness
Hearing impairment - a decrease in a person's ability to detect or discriminate sounds
Mobility issues - Difficulties that customers have in moving around. They may need elevators, places to rest or space for wheelchairs.
Customer complaints - communications that indicate whether or not customers are satisfied with the performance of the business
Reliable information - Product information that is appropriate, helpful and satisfies the customers
Reliable service - Actions of staff that is appropriate, helpful and satisfies the customers
Impact of advertisements - The effect of promotional activities on customer satisfaction and sales
Reputation - An idea held by the public about a business or its products
Word of mouth - information about products, services, and experiences that is shared from consumer to consumer
Responding to customer needs - Actions of a business to adapt products and services to meet changing requirements of their customers
Exceeding customer expectations - To go beyond what is expected by customers
Discounts - temporary price reductions, often employed to boost sales
Business goals - The company's performance targets—how it measures success Risk in not dealing with complaints - Loss of customers, poor word of mouth, loss of reputation ....
Repeat business - Customers who return to the business to purchase products again
Customer confidence - How positive buyers feel about their future purchases from a business based on their previous experiences
Job satisfaction - A feeling of fulfilment and happiness an employee feels from their role
Industry codes of practice - A set of rules that all businesses in a sector need to follow, usually to protect consumers
Ethical issues - Points of concern about what is morally right
Standards - Accepted levels of quality of products and services in an industry
Consumer protection - measures to protect buyers from unsafe products and unfair or illegal sales practices
Distance selling - selling and buying goods and services or digital content via Internet, mail order, phone or television.
Sale of goods - Acts that state goods must be as described and fit for purpose
Health and safety regulations - rules for employers and employees to follow in order to keep their workplace healthy and safe.
Data protection - Legal control over access to and use of data stored in computers. For example customer addresses and payment details
Equal opportunities - The right to access the same opportunities, regardless of factors such as race, age, sex, mental or physical capability
