Customer #7+#9+#11

Question 1

Those customers with problems, questions, fears, and personalities that require us to work to achieve true communication

Answer 1

Challenging customers

Question 2

To give someone recognition or special regard

Answer 2

Respect

Question 3

The ability to understand what someone is experiencing and to take action to assist in resolving the situation

Answer 3

Empathy

Question 4

Assessing a situation and determining who should have responsibility and who really does have the responsibility

Answer 4

Responsibility check

Question 5

The ability to influence others

Answer 5

Leadership

Question 6

Have the authority and power of their official position

Answer 6

Formal leaders

Question 7

Have no official authority but do have the ability to influence others

Answer 7

Informal leaders

Question 8

An identified result to strive to accomplish

Answer 8

Goal

Question 9

The process of establishing goals and evaluating their importance

Answer 9

Goal setting

Question 10

Consists of the values, beliefs, and norms a group of people share

Answer 10

Culture

Question 11

Leadership tools to reinforce training

Answer 11

Job aids

Question 12

Electronic communication used by consumers to share ideas, information, opinions, and personal messages

Answer 12

Social media

Question 13

Selling products, services, or information win the telephone

Answer 13

Teleselling

Question 14

Calls that originate with the customer and may include catalog ordering, billing questions, technical support, product use, or other information

Answer 14

Inbound calls

Question 15

Calls that originate from the call center to the customer and are usually intended to sell products or services, conduct market research, or respond to customer inquiries

Answer 15

Outbound calls

Question 16

Allows calls to be routed to the next available service provider

Answer 16

Automatic call distribution

Question 17

Allows customers linked with a company’s Internet site to be referred to a call center representative who then calls the customer to respond to the customer request

Answer 17

“call me” Web

Question 18

Allows the call recipient to identify the incoming number and caller. Additional background or historical information may be displayed on the recipient’s computer screen to enable him or her to better serve the customer

Answer 18

Automatic number identification

Question 19

Offers customers the opportunity to receive and pay bills online

Answer 19

Online bill paying

Question 20

Online collaborating or training

Answer 20

Webinars

Question 21

Popular free social networking website that allows registered users to create profiles, upload photos and video, send messages and keep in touch with friends, family and colleagues

Answer 21

Facebook

Question 22

Name of an online photo sharing social Web service that lets you share your life with friends through a series of pictures captured with a mobile device.

Answer 22

Instagram

Question 23

Video sharing service that allows users to watch videos posted by other users and upload videos of their own

Answer 23

YouTube

Question 24

marketing piece that will help to sell him or her to prospective employers

one to two page formal document that lists a job applicant’s work experience, education and skills

designed to provide a detailed summary of an applicant’s qualifications for a particular job

Answer 24

Resume

Question 25

One of the defining areas of success or failure for service providers Getting a business name in front of the customer as often as possible may increase this

Answer 25

Customer Loyalty

Question 26

List 5 out of 10 characteristics of challenging Customers

Answer 26

1. Language and/or cultural barriers 2. Older customers 3. Angry customers 4. Impatient customers 5. Customers with special needs

Question 27

Give 5 disabilities that customers can have

Answer 27

1. Can’t hear 2. Can’t taste or smell 3. Can’t see 4. Can’t read 5. Can’t walk

Question 28

List 5 of the 10 characteristics that makes excellent leaders

Answer 28

1. Show care and respect 2. Give support 3. Make time for others 4. Behave professionally 5. Are personable

Question 29

List 5 ways to exceed your boss expectations on a job

Answer 29

1. Be a team player 2. Find out what your boss considers to be important 3. Be a collaborator, not a complainer 4. Have reasonable expectations 5. Go to work everyday with a great attitude and the willingness to be a professional

Question 30

List any 5 out of 8 ways to embrace new technology in the work place

Answer 30

1. Prepare your staff 2. Sell your vision 3. Celebrate small successes 4. Resist the temptation to complain 5. Avoid the “shelfware syndrome”