Glossary: Customer Service

ABCs of communication
Asking, basic listening, comprehension. What you need in order to provide your
customer with total satisfaction.

ACD (Automatic Call Distribution system)

A large-scale telephone switch that has a high degree of intelligence for routing
incoming calls.

attaching a file
Connecting a separate file to an e-mail so that when the e-mail is sent, the attached file
is sent along with it.

auto responder
An automated out-going response to incoming e-mail messages, based on a text file that
resides on the computer.

broadcast fax
A fax message sent to many people at once.

CSR
Customer Service Representative, an employee who assists customers after the sale has
been made. Some organizations refer to such employees as customer care providers.

call center
The location where service phone calls are answered.

call to action
A request for the customer to do something.

Caller ID
Telephone service that identifies the customer on the line as the call is received.

carpal tunnel syndrome

A potentially crippling disease that limits one's ability to perform a job. The disease
often occurs when one frequently makes a repetitive movement such as typing.

cause and effect diagram

A visual means of identifying possible causes for an event.

centralized service
Consolidating customer service locations into fewer, but bigger centers.

clarification question
A type of question that asks customers to clarify their perceptions and meaning of
words; useful because words can mean different things to different people.

closed-ended question
A type of question that requires a yes or no answer.

compliant customer (C style)

One of four behavioral styles in the DISC Model. The C style customer is your
everyday perfectionist. She wants it precise, orderly, and accurately. She is meticulous
by nature and diplomatic in behavior.

conflict resolution
The art of bypassing emotional issues between people and easing tensions.

consequence question
A type of question that asks customers to describe the impact your proposed method or
solution will have.

constituencies
All of the people served by your organization, including the owners, stockholders,
employees, customers, joint venture partners, members of the community, government
officials, and even suppliers.

corporate culture
The distinct personality of your organization that comes from your company's unique
history, the customers you serve, the people on the payroll, and your firm's values and
traditions.

credit
Returning goods and services with monetary value to be offset against future purchases.

cross functional teams

Teams of people representing various departments in an organization, such as sales,
product engineering, credit, customer care, technical support, and so on.

cushion
An opening statement in a letter that prepares the reader for bad news.

customer base
All of the customers you serve. You might have many different types of customers that
can be divided into groups known as segments.

customer database
A system that records the sales, transaction history, and other pertinent information for
each of your customers. It can be as simple as keeping an index card for each customer,
or as complex as intertwining numerous mainframe computer systems.

Customer Service Representative (CSR)

An individual charged with the responsibility of providing service to customers.

customer support phone packages

Telephone-based product support plans that include either an unlimited or specified
number of customer calls.
decentralized service
Creating several customer service locations.

defectionitis
A terrible, possibly terminal condition for your business where your customers take
their business elsewhere, causing your business to whither, shrivel up, and die.

demanding customer (D style)

In the DISC behavioral styles model, these are driven people who push for results and
expect the same from others. They are bottom-line oriented. They don't like a lot of
detail and are easily bored.

desires question
A type of question that seeks out any other issues your customer may have with which
you can be of assistance.

differentiated value
A unique feature that offers value to the customer and separates your business from the
competition.

DISC behavioral styles model

A psychologically valid system for grouping people's behavior into four major styles
based on the way they do things, such as respond to problems, influence others, respond
to their environment, and react to rules.

domain
The part of an Internet address unique to the organization that sponsors a specific
location along the information highway.

download
Transferring information from a Web site to your computer's hard drive.

e-mail (electronic mail)

Messages sent from computer to computer over the Internet or company network. Also
spelled email.

empathy
An identification with how someone else feels.

employee satisfaction survey

A study of how employees feel about their jobs and work environment.

ergonomics
The study of problems people experience in physically adjusting to their environment.

ESP (Employee Suggestion Program)

A way for employees to make suggestions (perhaps anonymously) on how to improve
the company's performance.

exchange
Replacing goods and services purchased by a customer with other goods and services.

FAQ
Frequently asked questions.

fax on demand
A system that automatically, without anyone actually staffing the phone lines, provides
information by fax to callers who request certain documents (usually by entering a code
on a touch tone phone).

FGR
Frequently given responses.

goodwill follow-up
Regularly scheduled calls you make to ensure that your customer is satisfied with a
purchase.

goodwill freebies
Free stuff you offer customers in return for their patronage.

goodwill inclusions
Including, at no charge, extra costs such as shipping and handling when a customer
places a large order.

goodwill interaction
Writing or calling your customers to tell them how much you appreciate their business
— not because they have a problem, but because you really do appreciate their business.

guarantee
Assurance, for a specified period of time, of the quality of products or services offered
for sale.

headsets
Devices that connect to a phone to let a person conduct phone calls without using a
hand to hold the phone. Headsets have both ear and mouth pieces attached.

help desk
Similar to a call center, except that it's a resource for employees to get answers to their
questions.

hyperlink
An electronic doorway that takes you directly to specific information, such as a Web
site or a particular sentence in a long document.

illustrative question
A type of question that asks a customer to paint a clear picture of what is wrong.

inflection
Adjustments in the volume of one's voice to signify highs and lows.
influential customer (I style)
One of four behavioral styles in the DISC model. The I style customer is the person who
needs and wants to talk and has a need for interaction with people and social
recognition.

infobot
An automated out-going response to incoming e-mail messages, based on a text file that
resides on the computer.

information superhighway
A metaphor for electronic data zooming between computers, usually over phone lines.

instant of absolute judgment

The moment when a customer forms a lasting, decisive opinion about your business.

interactive voice response

The ability of a phone mail system to offer prerecorded information on various issues,
such as store locations and directions, hours of operation, and special promotions.

Internet
Many computers connected to each other through phone lines, cables, and satellites.

Internet Service Provider (ISP)

Company that provides access to Internet services.

keyword
Term in a document that you want search software to find.

key system
Telephone systems that are smaller than a full-blown PBX, but still offer features such
as call forwarding, call transfer, and speaker phone. They serve five to fifteen lines.

KISS principle
Keep it sweet and simple. (You may have heard other variations.)

LAN (Local Area Network)

Software and hardware that let you share and send information between computers in an
office.

limited time refund

A full refund of the purchase price for a product returned with a receipt in a specified
period of time.

limited warranties
Warranties that provide protection for certain parts and services over specified periods
of time (a guarantee with limitations).

mailbot
An automated out-going response to incoming e-mail messages, based on a text file that
resides on the computer.
mission statement
Declarations that express why an organization exists and give employees and customers
a clear sense of what the organization stands for and what it is trying to achieve. Also
called a vision statement.

open-ended question
A type of question that requires detail and free dialogue.

outsourcing
Engaging the services of a third party rather than having work performed by an
employee.

pay for service system

A for-charge system (such as a 900 number) where customers call and pay for service.

PBX (Private Branch Exchange)

A computer-controlled telephone system serving anywhere from 15 to thousands of
phone stations.

playback
The ability to replay menu options in a voice mail system.

Personally Pleasing Memorable Interactions (PPMI)

The goal of customer service.

recovery follow-up
Calling a customer to see if the solution provided to a previous complaint was
satisfactory.

recovery freebies
Offering services or products for free in addition to replacing those that were damaged
or unacceptable to begin with.

recovery inclusions
Paying the costs of overnight delivery when the product did not arrive on-time as
promised.

recovery interaction
Personally calling or visiting someone to resolve a complaint.

remote phone lines

Technology that lets you list local phone numbers in various areas and have the calls
routed to your support center location.

root cause
The true source of a problem.

segments
Groups of customers that have certain characteristics in common.
self-managed teams
Work groups that determine for themselves how they're going to achieve goals.

semi-auto responder
Text that's ready to be sent electronically at the command of a service person.

sequential fax
Fax equipment and software that has the ability to automatically send faxes one after
another.

service difference
The operating principles and specific processes that combine to give your customers a
feeling of satisfaction from interacting with your organization.

service standards
Guidelines and operating procedures that specify the measurable activities which will
help your company please customers by delivering services in a consistent fashion. For
example, specifying the longest time allowable that a customer should sit on hold before
being assisted.

signature file
Lines of text automatically added at the end of every e-mail message you send. Your e-
mail program adds the signature, after you specify what it is (or which signature to use).
Doesn't need to have anything to do with your actual signature.

status questions
A type of question that seeks information such as name, serial number, and so on.

steady customer (S style)

One of four behavioral styles in the DISC model. The S style customer is an
accommodating individual who, when inconvenienced by your product not working,
will make sure he doesn't upset you with his complaint. The S style customer is patient,
relaxed, logical, and systematic.

tape disclaimer
A message at the beginning of a voice mail menu which indicates that the phone call
may be taped for quality or training purposes.

time of delay
The ability of a phone system to tell customers how long it will be before a customer
service representative comes on the line.

time-out rooms
Places where CSRs relax and remove themselves from the mental stress associated with
their jobs. Usually brightly lighted and equipped with music, TV's, and other
equipment.

toll-free numbers
Phone numbers for which the receiving party pays the charges. These numbers usually
start with either an 800 or 888 area code.

turn-around promotions
Peace offerings intended to help make up and compensate for customer inconveniences.

upload
Sending information from your computer to another, such as one connected to the
Internet.

URL (Universal Resource Locator)

The path descriptor that takes you directly to a desired site on the World Wide Web.

user-friendly design
A product or service that can be easily used by a customer.

vision statement
Declarations that express why an organization exists and give employees and customers
a clear sense of what the organization stands for and what it is trying to achieve. Also
called a mission statement.

voice mail
A system that lets callers leave messages by phone.

voice response unit

Hardware and software which automates some customer service work by recognizing a
caller's voice commands.

volume rebates
Rebates or price discounts given in exchange for a certain amount of business from a
customer.

WAN (Wide Area Network)

Computers connected at multiple sites.

warranty
A written guarantee by the producer of a product or service regarding the product's
integrity and producer's responsibility for repair or replacement.

Web browser
Software that lets you search for and access information on the World Wide Web.

World Wide Web (WWW)

Information storage and retrieval system that uses the Internet to present text, graphics,
photos, sound, and animation.