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office administration unit 2
Terms in this set (25)
the way people build online networks of contacts and interact with one another.
reacting to situation and resolving problems in a way that satisfies the customers.
anticipating the customers future problems and needs.
location at wich customer service technicians for computer software companies answer customers question by phone, fax email, or web. based bulletin boars and chat sessions.
front line employee
anyone who works directly with customers.
customer service representative
employees trained in different areas of customers service.
making sure customers are satisfied of a will continue to buy the products or services of a company.
a location where groups of people use telephones to provide service and support to customers.
goods are plentiful and buyers have many choices about where to purchase them.
goods or services that add comfort or enjoyment.
service level agreement
(SLA) An agreement that specifies the services expected of each department in a company and the time frames in wich they are to be provide.
people who fit the description of existing customers but are not being served currently.
people whiting an organization who rely on one another for the information and resources they need to perform their jobs.
join interviews with top customers for the purpose of gathering information about how particular product or service can be improve.
characteristics of a product or service, such as color, size, type of material, weight, speed, and power.
the people who buy a company's products or services
strategy in which prices fluctuate based on such factors as consumer desire.
customer characteristics such as age, gender, ethic, group, income level, family size, occupation, and education level.
advantages a customers gains from using a product or service.
word that expresses emotion.
connector between words or groups
words that modify nouns and pronouns.
words that express action.
one or more nouns. (i, he, she, this, who, what...)
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