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Introduction to Business Communication
Terms in this set (50)
The definition of customer experience
The product of an interaction between an organization and a customer.
The definition of customer service
The assistance provided by a company to people who buy or use its products or services.
Customers appreciate good manners and courtesy sends a powerful message. True or False?
When dealing with a customer, you must ____ before coming to a conclusion.
Gather as much information as possible.
Your feelings will affect the way you deal with a customer. True or False?
How can stereotypes affect how you treat customers?
Stereotypes can cause you to misjudge and mistreat customers.
What are some ways companies can gather customer feedback?
Surveys, social media, and customer complaints
How do you express empathy?
Communicate that you understand someone else's situation.
What words can be used to make the conversation more personal?
Recognizing emotions is a very important part of being empathetic. True or False?
It is important to use as much information as possible to determine emotion because...
Words, body language, tone, and facial expression may not always match.
How does customer experience impact the company?
It affects every area of the customer's relationship with the company.
Your technique for resolving customer issues should ______
Change based on the customer's needs.
Why should you ask questions?
To gain more information and make sure you understand the customer's issue.
How is performance measured?
You should use welcoming words when speaking to a customer. True or False?
What is a customer-centric organization?
A company that puts customers first, is service-oriented, and listens to, develops, and satisfies a loyal, repeat customer base.
What is empathy?
The ability to understand and share the feelings of another
What is cooperation?
Working together towards a common goal
What is an internal customer?
A customer within the organization
What is an external customer?
A customer from outside the organization.
What are customer needs?
The wants or desires of clients
What is customer satisfaction?
Customers' evaluation of a good or service in terms of whether it has met their needs and expectations
What are customer expectations?
Beliefs about service delivery that serve as standards or reference points against which performance is judged
What are customer perceptions?
The opinions about a company/service that a customer forms during the service.
What is body language?
Nonverbal communication such as crossing your arms and frowning
What is professionalism?
The competence or skill expected of a professional
What is a complaint?
An issue one has against someone else or company
Good posture contributes to
Professionalism is important because
It benefits the company's reputation
A infinitive is a verb form that acts as other parts of speech in a sentence. It is formed with to + base form of verb. EX: to buy; to work
A preposition is a word or group of words that relates a noun or a pronoun to another word in the sentence
a punctuation mark (';') used to connect independent clauses
A colon is used to introduce a description, explanation, or a list
Parentheses are used to enclose information that clarifies or is used as an aside
These are used to enclose titles of chapters, articles, short poems or stories, song and essays
Does this sentence have incorrect or correct punctuation? "The ten questions, that Mike did not answer, were the most interesting ones."
What is the advance warning of intention to resign?
What is a trademark?
a special symbol, design, word, etc., used to represent a product or firm
words used to name general items rather than specific ones (months, days).
a SPECIFIC person, place, thing, or idea
a sentence that makes a statement
a sentence that asks a question
a sentence expressing strong feeling, usually punctuated with an exclamation mark
a sentence that requests or commands.
a group of words that can stand alone as a sentence; has both a subject and a verb and forms a complete thought.
a group of words that have a subject and a verb but do not form a complete thought; rely on independent clauses for meaning and are also known as subordinate clauses.
a noun, pronoun, gerund, or the object of the preposition
a verb in its ing (present participle) form that functions as a noun that names an activity rather than a person or thing. Any action verb can be made into a gerund. EX: play --> playing
written communications used to communicate information to individuals within a business organization
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