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WORK 1410 – Secrets of Business Success
Review Sheet for the Midterm
The Midterm is worth 200 points. Each question is worth 5 points.
FISH (3 questions)
“Playing at work”
“Making the customer’s day”
“Being there”
Be able to match examples with the above concepts.
Jennifer Jones (2 questions)
“smile and dial”
Talent
Non-talent
Identity, Diversity, and Disabilities (5 questions)
Americans with Disabilities Act
Disability
Diversity
Identity
Awareness of different categories of diversity
General awareness about disabilities (types, myths, and how to help customers with disabilities)
Why is understanding diversity important in customer service?
Chapter 1 (5 questions)
Cost of a lost customer
Customer
Customer loyalty
External customers
Internal customers
Ockham's razor
Ripple effect
Word of mouse
Word of mouth
A business will see what percent increase in profits by instituting customer retention programs?
A business will lose what percent of its customers in what time frame?
How much does it cost to attract a new customer as to keeping a current customer?
Chapter 2 (5 questions)
Aggressive communication
Appropriate touching
Assertive communication
Behaviors
Buyer’s remorse
Icebreaker/break the ice
Organizational culture
Reward the right actions
Passive communication
Passive-aggressive communication
Three I's of eye contact
Two rules of communication
Verbal discipline
Be aware of individual behaviors that convey personality
Be aware of customer-centered organizational culture
Chapter 3 (5 questions)
3 categories of the listening process
Cocktail party effect
Environmental elements
Faking attention
Gatekeepers
Hearing
Interactional elements
Internal elements
Listen for more than the facts
Listening
Noise
Self-centeredness
Self-protection
Wide asleep listener
Be aware of listening habits to avoid
Chapter 4 (5 questions)
Call screening
Courtesy titles
Dead air
Visual cues
After how many rings do customers start to feel that the business isn’t efficient or willing to serve?
Be able to identify how to take messages cheerfully and accurately.
What are the basic benefits and drawbacks to using a call center?
What should you make sure to do before hanging up?
Chapter 5 (5 questions)
Benchmark
Blog
Click path
Frequently asked questions (FAQs)
Redundant server
Spamming
Web chat
How has the Internet impacted customer service, market costs, and exposure and sales?
Reasons for an organization to have a website or be on the Internet
Recognize action tips for avoiding e-service problems
Recognize action tips for evaluating & growing e-service effectiveness
Chapter 6 (3 questions)
Customer satisfaction
Zone of indifference
Value
Know the 3 categories of turnoffs
Chapter 7 (2 questions)
Bad profits
What are the areas of change that are impacting customer service and loyalty?