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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?