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Service Culture > Part 2: SC > Flashcards

Part 2: SC Flashcards

1
Q
  • “ability to do something well.”
  • qualities that recruiters consider desirable for employees.
  • not skills; they are inherent qualities that combine skills, knowledge, and ability.
A

Competencies

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2
Q

What are the Different Types of Competencies?

A

Technical, Behavioral, Leadership

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3
Q

specific abilities

A

Skills

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4
Q
  • behaviors that specify how skills are carried out.
  • combine ability, knowledge, and skills to define what success looks like.
A

Competencies

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5
Q

Competencies Dealing with People

A

(The Leading Others Cluster):

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6
Q

Competencies Dealing with Communication and Influencing

A

Communication and Influencing Cluster

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7
Q

Competencies Dealing with Business

A

The Preventing and Solving Problems Cluster

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8
Q

Competencies Dealing with Achieving Results

A

(The Achieving Results Cluster)

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9
Q
  • goals are crucial for improving skills and motivation.
  • They can be tailored to personal interests, skills, or performance objectives.
A

Career Development Goals

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10
Q

Having faith in one’s ideas and capability to be successful.

A

Self Confidence

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11
Q

Keeping functioning effectively under pressure and maintaining self-control.

A

Stress Management

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12
Q

Being perceived as responsible, reliable, and trustworthy.

A

Personal Credibility

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13
Q

Openness to different and new ways of doing things and modifying one’s preferred approach

A

Flexibility

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14
Q

These are the expectations that customers have for the perfect service. Their wished experience

A

Ideal expectations

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15
Q

These are the expectations that customers have for what the service should be like in reality.

A

Desired expectations

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16
Q

These are the expectations that customers have for what the service will actually be like.

A

Predicted expectations

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17
Q

American Service Expectations

A

-Customers Expect Connected journeys,
-Customers Expect Personalization, -Customers Expect Innovation, -Customers Expect Data Protection

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18
Q

Customer service representatives must be aware of the diverse requirements in different countries and cultures, especially when companies aim to expand their operations globally.

A

Importance of Cultural Awareness

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19
Q

Customer priorities can significantly differ across countries and cultures. These priorities may include factors like price, quality, and the physical presence of a customer service representative.

A

Diversity in Customer Priorities:

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20
Q

the process by which individuals select, organize, and interpret sensory information such as sights, sounds, and smells. It involves assigning meaning to the stimuli encountered.

A

Perception in Marketing

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21
Q

commonly used marketing tools that evaluate the relative positions of competing brands along relevant dimensions. They help businesses understand how their products or services are perceived by consumers in relation to their competitors.

A

Perceptual Map

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22
Q

Marketing stimuli often rely on sensory qualities, such as colors, odors, sounds, tastes, and tactile sensations (the “feel” of products). These sensory elements play a crucial role in how consumers evaluate and perceive products.

A

Sensory Qualities

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23
Q

the study of the correspondence between stimuli and the meaning of signs. It is an important aspect of understanding how symbols and signs are used in marketing and how they shape consumer perceptions.

A

Semiotic Analysis

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24
Q

European Customer Service Expectations?

A
  1. The Need to Get it Right First Time:
  2. Listen to Customers and Respond to Their Comments:
  3. Deliver Fast Responses:
  4. Address Their Frustrations:
  5. Be on Their Channel of Choice:
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25
Q

Asian Service Expectations?

A

1.Embrace Technology:
2.Put the Customer First: 3.Demonstrate the Human Touch:
4.Continually Innovate

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26
Q

What are the Customer Service Best Practices?

A
  1. Hire and Treat Employees Well
  2. Manage Customer Expectations
  3. Nail Your First Impression
  4. Collect and Use Data
  5. Personalize the Relationship
  6. Be Where Your Customers Are
  7. Maintain Your Focus
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27
Q

are essential in today’s globalized business landscape, allowing organizations to harness knowledge and expertise across borders.

A

Collaborative Environments (CEs)

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28
Q

involves processes like sharing perspectives, defining issues, identifying interests, generating options, and reaching agreements.

A

Collaboration

29
Q

What are the 5 ways to develop a global mindset

A
  1. Recognize Your Cultural Values and Biases
  2. Get to Know Your Personality Traits, Especially Curiosity
  3. Learn About Workplace and Business Expectations
  4. Build Strong Intercultural Relationships
  5. Develop Strategies to Adjust and Flex Your Style
30
Q

just a concept or competency; it is also a structured process that involves important stages of contribution.
- highlight the steps and stages required for effective collaboration, helping individuals and teams work together more efficiently and productively.

A

Collaboration Processes

31
Q

implies an open-door policy that encourages collaboration across different beliefs, leading to more holistic and inclusive results.

A

Service Beyond Borders

32
Q
  • is the awareness that cultural differences and similarities exist and can significantly affect values, learning, behavior, and outcomes.
  • Recognizing and understanding these cultural differences is essential, as they can impact how challenges are identified, resolved, tracked, and managed in various contexts.
A

Cultural Sensitivity

33
Q
  • refers to the methods through which instructors and students communicate with one another across the world for collaborative experiences, often facilitated online.
  • This approach allows individuals from diverse cultural and geographic backgrounds to work together on projects, research, or initiatives, promoting a global perspective and cooperation.
A

Global Collaboration

34
Q
  • designed for distributed teams that interact through interdependent tasks guided by a common purpose.
  • These teams work across geographical and organizational boundaries, primarily through electronic means, which may include digital tools, platforms, and communication technologies.
  • are especially relevant in today’s global and interconnected world, enabling effective teamwork regardless of physical location.
A

Collaborative Environments

35
Q

are basic competencies shared by all employees regardless of their specific roles.

A

Threshold competencies

36
Q

can create unrealistic expectations about what a product or service can do. This can lead to disappointment if the product or service does not meet those expectations.

A

Advertising

37
Q

a powerful way to influence expectations. If a customer hears good things about a product or service from a friend or family member, they are more likely to have high expectations.

A

Word of mouth

38
Q

Customers may also have different expectations based on their personal limitations. For example, a customer with a disability may have different expectations for accessibility than a customer without a disability.

A

Personal limitations

39
Q

Ways to sustain a Professional Career?

A
  • Acquiring a mentor for personalized guidance.
  • Have a role model to emulate.
  • Continuous learning and self-improvement, including online education.
  • Setting clear goals for motivation and fulfillment.
  • Building professional networks for skill enhancement and career development.
  • Volunteering for work-related activities to market skills and gain exposure.
40
Q

Identifying and taking action on what needs to be done.

A

Initiative

41
Q

Seizing profitable business opportunities and taking calculated risks.

A

Entrepreneurial Orientation

42
Q

Developing, sponsoring, or supporting the introduction of new methods, products, or technologies.

A

Fostering Innovation

43
Q

Focusing on achieving challenging goals and meeting or exceeding them.

A

Results Orientation

44
Q

Ensuring completeness and accuracy in work and information.

A

Thoroughness

45
Q

Making difficult decisions in a timely manner.

A

Decisiveness

46
Q

Ensuring information is communicated to relevant parties.

A

Attention to Communication

47
Q

Expressing ideas clearly in conversations

A

Oral Communication

48
Q

Expressing ideas clearly in business writing.

A

Written Communication

49
Q

Planning and delivering impactful communications.

A

Persuasive Communication

50
Q

Noticing and understanding others’ concerns and feelings.

A

Interpersonal Awareness

51
Q

Gaining support for ideas, proposals, and solutions.

A

Influencing Others

52
Q

Developing and maintaining partnerships with others inside and outside the organization.

A

Building Collaborative Relationships

53
Q

Demonstrating concern for satisfying customers, both internal and external.

A

Customer Orientation

54
Q

Identifying and seeking information needed to clarify situations.

A

Diagnostic Information Gathering

55
Q

Anticipating implications and consequences of situations.

A

Forward Thinking

56
Q

Finding effective solutions through a holistic, abstract perspective.

A

Conceptual Thinking

57
Q

Analyzing the organization’s competitive position and market trends.

A

Strategic Thinking

58
Q

Demonstrating deep knowledge and skill in a technical area.

A

Technical Expertise

59
Q

Promoting cooperative work within teams.

A

Fostering Teamwork

60
Q

Conveying confidence in employees and delegating responsibilities.

A

Empowering Others

61
Q

Supporting innovation and organizational changes.

A

Managing Change

62
Q

Coaching and providing feedback to develop capabilities.

A

Developing Others

63
Q

Setting goals, tracking progress, and addressing performance problems.

A

Managing Performance

64
Q

Gaining support for ideas, proposals, and solutions.

A

Influencing Others

65
Q

Developing and maintaining partnerships with others inside and outside the organization.

A

Building Collaborative Relationships

66
Q

Demonstrating concern for satisfying customers, both internal and external.

A

Customer Orientation

67
Q

Setting goals in alignment with the business mission.

A

Establishing Focus

68
Q

Enhancing commitment to work through recognition and rewards.

A

Providing Motivational Support

Service Culture (6 decks)

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