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Customer Service Chapter 5
Vocabulary Words Flash Cards
Terms in this set (24)
A phase of listening in which the communicator focuses on a message, excluding other messages
Beliefs or opinions that a person has about an individual or group. often based on unreasonable distortions or prejudice
The physiological 24 - hour cycle associated wit the eather's rotation that affects metabolic and sleep patterns in humans as day displaces night
great for working with trauma patients; help patient focus on specific topic; great when you need a short, straight answer. Ex: "When was your accident?" "Did you have pain after eating?"
comprehending or assigning meaning
The phase of the listening process in which the brain attempts to match a received sound or message with other information stored in the brain in order to recognize or extract meaning from it
In communication, this relates to ensuring that verbal messages sent match or are in agreement with the non-verbal cues used.
Motivators or drivers that cause customers to seek out specific types of products or services. These may be marketing-driven by advertising they have seen or may tie directly to Dr. Abraham Maslow's Hierarchy of Needs Theory
employee assistance programs (EAP)
Benefit package offered to employees by many organizations that provide services to help employees deal with personal problems that might adversely affect their work performance (e.g. legal, financial, behavioral, and mental counseling services.)
Factors outside an organization or the sphere of one's influence that can cause challenges in delivering service.
Service provider projections made about underlying customer message meanings based on past experiences.
A passive physiological process of gathering sound waves and transmitting them to the brain for analysis. It is the first phase of the listening process.
Refers to having too many messages coming together and causing confusion, frustration, or an inability to act.
The term applied to the difference in the rate at which the human brain can receive and process information and at which most adults speak
An active, learned process consisting of four phases - receiving/hearing the message, attending, comprehending/assigning meaning and responding...
The difference in the speed at which the brain can comprehend communication and the speed at which the average adult speaks in the United States...
The ability to gain, store, retain, and recall information int he brain for later application. Short-term memory stores small bits of information (7 items, plus or minus 2) for approximately 20 second while long-term memory can store much larger quantities of information for potentially unliminted duration....
Reasons given by cusotmers for not wanting to purchase a product of service during an interaction with a salesperson or service provider (e.g., "I don't need one", "I can't affort it." or "I already have one.")
Typically start with words like who, when, what, how and why and are used to engage others in conversation or to gain input and ideas....
Factors that can limit performan ce or success in life. Examples are disabilities. lack of education, adn biases...
Refers to mental factors that can cause a shift in focus in interacting with others. Examples are state of health and personal issues....
A process that occurs in thinking when a previously experienced pattern, event, process, image or object that is stored in memory is encountered again....
Refers to sending back verbal and non verbal messages to a message originator....
The process of righting a wrong or correcting something that has gone wrong involving provision of a product or service to a customer. The concept involves not only replacing defective products, but also going the extra step of providing compensation for the customer's inconvenience....
The rate at which the hujman brain processes information...
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