| acculturation | Adjustment or adaptation to a new and different culture.
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| acknowledgment | A communication technique for use with customers who have a complaint or are upset. It involves recognizing the customer's level of emotion before moving on to help resolve the issue.
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| Added Value And Results For Me (AVARFM) | The concept of showing someone what he/she will gain from taking a certain action or buying in to an idea. The concept helps reinforce "why" someone should accept what is being offered or proposed.
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| Americans With Disabilities Act of 1990 | A United States federal act signed into law in July of 1990 guaranteeing people with disabilities equal access to workplace opportunities.
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| angry customers | Customers who become emotional because either their needs are not met or they become dissatisfied with the services or products purchased from an organization.
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| appearance or grooming | Nonverbal characteristics exhibited by service providers that can send a variety of messages that range from being a professional to having a negative attitude.
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| articulation | Refers to the manner or clarity in which verbal messages are delivered. Synonyms include pronunciation and enunciation.
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| assertiveness | Involves projecting a presence that is assured, confident, and capable without seeming to be aggressive or arrogant.
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| 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. (See also comprehending.)
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| attending | The phase of the listening process in which a listener focuses attention on a specific sound or message being received from the environment.
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| attitudes | Emotional responses to people, ideas, and objects. They are based on values, differ between individuals and cultures, and impact the way people deal with various issues and situations. (See also values.)
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| automatic call distribution (ACD) system | Telecommunications system used by many companies in their call centers and customer care facilities to capture incoming calls and route them to available service providers.
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| automatic number identification (ANI) system | A form of caller identification system similar to home telephone caller ID systems. ANI allows incoming customers to be identified on a computer screen with background information so that they can be routed to an appropriate service representative for assistance.
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| B2B | Refers to business-to-business customer service.
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| baby boomer | A term applied to anyone born between 1946 to 1964. People in this age group are often called boomers.
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| baby bust | Term applied to period following the baby boom in which the birthrate was down because boomers delayed or forwent having children in order to take advantage of alternative life choices such as a career.
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| basic skills | Term that refers to the skills needed to be successful in the workplace and life. Examples are reading, writing, and computation skills.
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| behavioral styles | Descriptive term that identifies categories of human behavior identified by behavioral researchers. Many of the models used to group behaviors date back to those identified by Carl Jung.
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| beliefs | Perceptions or assumptions that individuals or cultures maintain. These perceptions are based on past experiences, memories, and interpretations and influence how people act and interact with certain individuals or groups.
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| biases | Beliefs or opinions that a person has about an individual or group. Often based on unreasonable distortions or prejudice.
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| blind transfer | The practice of transferring an incoming caller to another telephone number and hanging up once someone answers without announcing who is calling.
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| body language | Nonverbal communication cues that send powerful messages through gestures, vocal qualities, manner of dress and grooming, and many other cues.
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| burnout | A category of stress that encompasses personal exhaustion, lack of enthusiasm, reduced productivity, and apathy toward the job and customers.
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| call center | Also known as customer care centers. A collection of customer service representatives in an area which uses telephone equipment, computers, and other technology to receive and make calls and service customers. Two versions exist-inbound (incoming calls to an organization) and outbound (making calls to current and potential customers or conducting survey work).
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| causes of service breakdowns | Occurs when customers are not satisfied with the service or product provided by an organization. (See also service breakdowns.)
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| changing legal environment | An evolving workplace and society creates the ongoing need for updated and new legislation to help manage business and behavior.
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| channel | Term used to describe the method through which people communicate messages. Examples are face-to-face, telephone, e-mail, written correspondence, or facsimile.
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| Chicano culture | Refers primarily to people with a heritage based in Mexico. (See also Hispanic origin and Latino culture.)
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| churn | The process of a customer switching between products or companies, often simply to get a better price, rebate, or warranty.
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| circadian rhythm | The physiological 24-hour cycle associated with the earth's rotation that affects metabolic and sleep patterns in humans as day displaces night.
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| Civil Rights Act of 1964 | Major legislation passed to guarantee rights and prevent workplace discrimination based on age, sex, race, religion, and national origin.
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| closed-end questions | Inquiries that typically start with a verb and solicit short one-syllable answer (e.g., yes, no, one word, or a number) and can be used for such purposes as clarifying, verifying information already given, controlling conversation, or affirming something.
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| clusters of nonverbal behavior | Groupings of nonverbal behaviors to indicate a possible positive or negative intent (e.g., crossed arms, closed body posturing, frowning, or turning away could indicate negative intent while smiling, open gestures with arms and hands, and friendly touching could indicate positive message intent).
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| collective cultures | Members of a group share common interests and values. They see themselves as an interdependent unit and conform and cooperate for the good of the group.
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| communication skills | Strategies used by people to communicate verbally and nonverbally in order to exchange messages and information.
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| comprehending | 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. (See also assigning meaning.)
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| concept of time | Term used to describe how certain societies view time as either polychronic or monochronic.
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| conflict resolution style | The manner in which a person handles conflict. People typically use one of five approaches to resolving conflict-avoidance, compromise, competition, accommodation, or collaboration.
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| congruence | In communication, this relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used.
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| contact points | Instances in which a customer connects with a service provider or some other aspect of an organization.
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| contingency plans | Back systems or procedures that are implemented when regular ones break down or fail to function as intended.
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| continuous quality improvement (CQI) | (See total quality management.)
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| cost of dissatisfied customers | Phrase that refers to any formula used to calculate the cost of acquiring a new customer or replacing a current one as a result of having a dissatisfied customer leave an organization.
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| cottage industry | Term adopted in the early days of customer service when many people started small businesses in their homes or cottages and bartered products or services with neighbors.
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| creative thinking skills | Phrase referring to the ability to look at things in more abstract or global terms as opposed to a linear, step-by-step manner.
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| crisis manager | A person who waits until the last minute to address an issue or take an action. The result is that others are then inconvenienced and have to shift their priorities to help resolve the issue.
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| culture | Refers to a set of fundamental beliefs, ideas, practices, attitudes, and norms for a group, which guide behaviors within the group.
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| cultural diversity | Refers to the differences and similarities attributed to various groups of people within a culture.
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| customer expectations | The perceptions that customers have when they contact an organization or service provider concerning the kind and level and quality of products and services they should receive.
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| customer-focused organizations | Companies that spend energy and effort on satisfying internal and external customers by first identifying customer needs then establishing policies, procedures, and management and reward systems to support excellence in service delivery.
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| customer friendly systems | Refers to the processes in an organization that make service seamless to customers by ensuring that things work properly and the customer is satisfied.
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| customer loyalty | Term used to describe customers who return to a product or organization regularly because of the service and satisfaction they receive.
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| customer needs | Motivators or drivers that cause customers to seek out specific types of products or services. These may be marketing-driven based on advertising they have seen or may tie directly to Abraham Maslow's Hierarchy of Needs Theory.
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| customer relationship management (CRM) | Concept of identifying customer needs: understanding and influencing customer behavior through ongoing communication strategies in an effort to acquire, retain, and satisfy the customer. The ultimate goal is customer loyalty.
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| customer relationships | The practice of building and maintaining ongoing friendships with customers in an effort to make them feel comfortable with an organization and its service providers in an effort to enhance customer loyalty.
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| customer retention | The ongoing effort by an organization to meet customer needs and desires in an effort to build long-term relationships and keep them for life.
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| customer satisfaction | The state of a person feeling that his or her needs have been met by an organization.
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| customer service | The ability of knowledgeable, capable, and enthusiastic employees to deliver products and services to their internal and external customers in a manner which satisfies identified and unidentified needs and ultimately results in positive word-of-mouth publicity and return business.
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| customer service environment | Made up of and influenced by various elements of an organization. Examples are delivery systems, human resources, service, products, and organizational culture.
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| customers with disabilities | Descriptive phrase that refers to anyone with a physical or mental disability.
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| decisive style | One of four behavior style groupings characterized by a direct, no-nonsense approach to people and situations.
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| decoding | The stage in the interpersonal communication process in which messages received are analyzed by a receiver in an effort to determine the sender's intent.
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| deliverables | Products or services provided by an organization.
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| delivery system | The method(s) used by an organization to provide services and products to its customers.
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| demanding or domineering customers | Customers who have definite ideas about what they want and are unwilling to compromise or accept alternatives.
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| deregulation | Occurs when governments remove legislative or regulatory guidelines that inhibit and control an industry (e.g., transportation, natural gas, and telecommunications).
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| difficult customers | People who challenge a service provider's ability to deliver service and who require special skills and patience.
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| dissatisfied customer | Someone who either does not or perceives that he or she does not receive promised products or services.
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| dissatisfiers | Elements of the service environment that inhibit satisfaction of customer needs and ultimately can result in reduced customer loyalty.
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| distress | Pain or worry brought on by either internal or external physical or mental strain.
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| diversity | The different characteristics, values, beliefs, and factors that make people different, yet similar. (See also cultural diversity.)
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| downsizing | Term applied to the situation in which employees are terminated.
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| e-commerce | An entire spectrum of companies that market products and services on the Internet and through other technology, and the process of accessing them by consumers.
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| elderly customers | Customers who are typically past retirement and who sometimes require special communication and relationship skills to service.
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| e-mail | Electronic mail system used to transmit messages around the Internet.
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| e-mail management | System of providing organizational guidelines for effective use of e-mail systems.
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| emotional icons or emoticons | Humorous characters that send visual messages such as smiling or frowning. They are created with various strokes of the computer keyboard characters and symbols.
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| emotional messages of color | Research-based use of color to send nonverbal messages through advertisements and other elements of the organization.
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| Emotion-Reducing Model | Process for reducing customer emotion in situations when frustration or anger exists.
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| employee expectations | Perceptions about positive and negative aspects of the workplace.
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| employee roles | Task assignments that service providers assume.
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| empowerment | The phrase used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization. This precludes having to get permission from higher levels in order to take an action or serve a customer.
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| encoding | The stage in the interpersonal communication process in which the sender decides what message will be sent and how it will be transmitted along with considerations about the receiver.
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| enunciation | See articulation.
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| environmental cues | Any aspect of the workplace with which a customer comes into contact. Such things as the general appearance of an area, clutter, unsightly or offensive items, or general disorganization contribute to the perception of an environment.
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| environmental factors affecting stress | Refers to the workplace, organizational, and societal elements that impact a service provider's mental and physical state.
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| environmental time wasters | People, items, or other factors that interfere with one's ability to accomplish planned tasks and to use time effectively.
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| ethical behavior | Expected performance that sends a message of being trustworthy and honest, and having the intent to provide quality service.
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| etiquette | Includes the acceptable rules, manners, and ceremonies for an organization, profession, or society.
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| eustress | A term coined by psychologist, Dr. Hans Seyle, to describe positive stress that people sometimes experience when they set goals or objectives to achieve. It provides stimulation and exhilaration that are essential for personal expansion and growth.
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| expectations of privacy | The belief that personal information provided to an organization will be safeguarded against inappropriate or unauthorized use or dissemination.
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| expressive style | One of four behavior groups characterized as being people-oriented fun-loving, upbeat, and extroverted.
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| external customers | Those people outside the organization who purchase or lease products and services. This group includes vendors, suppliers, and people on the telephone, or others not from the organization.
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| external obstacles | Factors outside an organization or the sphere of one's influence that can cause challenges in delivering service.
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| face | Refers to the concept of esteem in many Asian cultures.
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| facsimile (fax) machine | Equipment that converts printed words into electronic signals and allows them to be transmitted across telephone lines then reassembled into text message on the receiving end.
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| Father of Listening | A term sometimes attributed to Dr. Ralph C. Nichols because of the extensive amount of research he conducted and his contributions to understanding how humans listen.
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| faulty assumptions | Service provider projections made about underlying customer message meanings based on past experiences.
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| fax on demand | Technology that allows information, such as a form, stored in a computer to be requested electronically via a telephone and transmitted to a customer.
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| feedback | The stage of the interpersonal communication process in which a receiver responds to a sender's message.
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| feel, felt, found strategy | Aprocess for expressing empathy and concern for someone and for helping them understand that you can relate to their situation.
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| fight or flight syndrome | A term used by scientists to describe the body's reaction to stressors in which the heart starts pumping the chemical adrenaline into the blood stream and the lungs start taking in more oxygen. This provides the fuel needed to deal with the situation (See also stressors.)
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| filters | Psychological barriers in the form or personal experiences, lessons learned, societal beliefs, and values through which people process and compare information received to determine its significance.
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| foreign-born population | Refers to people not born in a given country.
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| forms of address | Titles used to address people. Examples are Mister, Miss, or Doctor.
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| futurists | People who look at current trends and events and make predictions of future ones.
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| gender | The grammatical classification of words in relation to their sex or lack of it (e.g., masculine, feminine, or neuter).
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| gender communication | Term used to refer to communication between genders.
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| gender roles | Behaviors attributed to or assigned by societal norms.
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| globalization | The term applied to an ongoing trend of information, knowledge, and resource sharing around the world. Due to a more mobile society and easier access to transportation and technology, more people are traveling and accessing products and services from international sources than ever before.
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| global terms | Potentially inflammatory words or phrases used in conversation. They tend to inappropriately generalize behavior or group people or incidents together (e.g., always, never, everyone, everything, all the time).
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| graying of the population | Refers to the large aging population throughout the world due in part to the large number of baby boomers who are moving into retirement years.
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| hearing | 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.
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| hearing disabilities | Conditions in which the ability to hear is diminished below established auditory standards.
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| help desk | Term used to describe a service provider trained and assigned to assist customers with questions, problems, or suggestions.
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| Hierarchy of Needs Theory | (see also Maslow) was developed by Dr. Abraham Maslow. In studies done, Maslow identified five levels of needs that humans possess-physiological (basic), safety, social, esteem, and self-actualization.
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| high touch customers | Refers to people who want and require a lot of personal contact and assistance from service representatives instead of desiring to use technological service mechanisms such as the Internet, telephone, and e-mail.
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| Hispanic origin | Refers to people who were born in Mexico, Puerto Rico, Cuba, and Central or South America. (See also Latino culture and Chicano culture.)
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| hostile work environment | A phrase that legally defines a work environment in which offensive behaviors (e.g., ethnic, racial, or other offensive jokes are told; inappropriate and/or unsolicited touching occurs; or certain groups are excluded from workplace opportunities) occur.
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| human resources | Refers to the employees of an organization.
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| hygiene | The healthy maintenance of the body through such practices as regular bathing, washing of hair, brushing of teeth, cleaning of fingernails, and using commercial products to eliminate or mask odors.
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| I or we messages | Messages that are potentially less offensive than the word "you," which is like nonverbal finger pointing when emotions are high.
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| impact of culture | Refers to the outcome of people from various countries or backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns. (See also culture.)
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| impact of education on society | Refers to the outcome of people with various educational or societal backgrounds coming into contact with one another and potentially experiencing misunderstandings or relationship breakdowns.
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| importance of relationships | Focuses on the need for service providers to build strong bonds with customers.
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| inclusive | The concept of ensuring that people of all races, genders, religious and ethnic backgrounds, as well as a multitude of other diverse factors, are included in communications and activities in the workplace.
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| indecisive customers | People who have difficulty making a decision or making a selection when given choices of products or services.
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| individualistic cultures | Groups in which members value themselves as individuals who are separate from their group and are responsible for their own destiny.
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| inflection | The change in tone of the voice as one speaks. This quality is also called pitch and adds vocal variety and punctuation to verbal messages. (See also pitch.)
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| informational overload | Refers to having too many messages coming together and causing confusion, frustration, or an inability to act.
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| information highway | A term coined to address the easy access of information through the World Wide Web (Internet) and associated technology systems.
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| inquisitive style | One of four behavioral groups characterized by being introverted, task-focused, and detail-oriented.
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| interactive voice response (IVR) system Technology | that allows customers to call an organization 24 hours a day, 7 days a week to get information through recorded message or computer by keying a series of numbers on the telephone keypad in response to questions or prompts.
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| internal customers | People within the organization who either require support and service or provide information, products, and services to service providers. Such customers include peers, coworkers, bosses, subordinates, or people from other areas of their organization.
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| Internet call back | Technology that allows someone browsing the Internet to key a prompt on a website and have a service representative call a phone number provided.
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| Internet telephony | Technology that allows people to talk to one another via the Internet as if they were on a regular telephone.
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| interpersonal skills | The skills used by people to relate to and communicate effectively with others. Examples are verbal and nonverbal communication skills and the ability to build trust, empathy, and compassion.
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| jargon | A form of slang that typically pertains to one or more industries or professions. (See also slang.)
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| job factors affecting stress | Refers to the elements of a job that frustrate or pressure someone.
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| job stress | Term coined to describe the impact of the internal and external elements of the workplace that cause service providers to feel mentally and physically pressured or to become ill.
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| KISS principle | Refers to the practice of Keeping It Short and Sweet when performing a task or doing something.
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| lag time | 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. (See also listening gap.)
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| Latino culture | Refers to people of Hispanic descent. (See also Hispanic origin and Chicano culture.)
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| leadership skills | Related to the ability to effectively encourage, support, and guide others.
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| learning organizations | A term used by Peter Senge in his book The Fifth Discipline to describe organizations that value knowledge, education, and employee training. They also learn from their competition, industry trends, and other sources, and they develop systems to support continued growth and development in order to remain competitive.
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| learning style | Refers to how a person gains and processes information. Involves the five senses.
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| listening | An active, learned process consisting of four phases-receiving/hearing the message, attending, comprehending/assigning meaning, and responding.
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| listening gap | 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. (See also lag time.)
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| low touch customers | People who are adept at helping themselves and often prefer to not be involved personally with a service representative. They are often comfortable with using technological service mechanisms such as telephone answering systems, Internet, and e-mail.
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| manners | See etiquette.
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| Maslow, Abraham | A psychologist, author, and educator who did extensive studies following World War II to determine worker motivators. His classic Hierarchy of Needs Theory is still prominent in the workplace today.
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| media blending | Technology that allows a service provider to communicate with a customer via telephone while at the same time displaying information to the customer over the computer.
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| mentees | The recipients of the efforts of mentors and are typically less experienced.
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| mentors | Individuals who dedicate time and effort to befriend and assist others. In an organization, they are typically people with a lot of knowledge, experience, skills, and initiative, and have a large personal and professional network established.
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| message | A communication delivered through speech or signals, or in writing.
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| miscellaneous cues | Refers to factors used to send messages that impact a customer's perception or feelings about a service provider or organization. Examples are personal habits, etiquette, and manners.
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| mission | The direction or focus of an organization that supports day-to-day interactions with customers.
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| mobility or motion impairment | Physical limitations that some people have requiring accommodation or special consideration to allow access to products or services.
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| modesty | Refers to the way that cultures view propriety of dress and conduct.
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| moment of truth | A phrase popularized by Scandinavian Airlines President Jan Carlzon in his popular 1987 book by the same title. A moment of truth is defined as any instance when a customer comes into contact with any element or representative of an organizational.
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| monochronic | Refers to the perception of time as being a central focus with deadlines being a crucial element of societal norm.
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| mutual time wasters | Events or obstacles that can be created by the actions and inactions of anyone involved in a situation.
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| needs | See customer needs.
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| negotiation skills | Refers to the ability to confer with others in an effort to have them compromise on an issue.
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| networking | The process of building interpersonal relationships and sharing resources with others.
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| Nichols, Ralph G. | Researcher who conducted many studies to examine the nature and effect of effective listening. He is sometimes referred to as the Father of Listening by experts in his field.
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| noise | Refers to physiological or psychological factors (physical characteristics, level of attention, message clarity, loudness of message, or environmental factors) that interfere with the accurate reception of information.
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| nonverbal feedback | Messages sent to someone through other than spoken means. Examples are gestures, appearance, and facial expressions.
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| nonverbal messages (cues) | Consist of such things as movements, gestures, body positions, vocal qualities, and a variety of unspoken signals sent by people, often in conjunction with verbal messages.
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| North American Free Trade Agreement (NAFTA) | A trade agreement entered into by the United States, Canada, and Mexico among other things to help eliminate barriers to trade, promote conditions of fair trade across borders, and increase investment opportunities, and promote and protect intellectual property rights.
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| objections | Reasons given by customers for not wanting to purchase a product or service during an interaction with a salesperson or service provider (e.g., "I don't need one," "I can't afford it," or "I already have one").
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| online information fulfillment system | Technology that allows a customer to access an organization's website and click on desired information without having to interact with a service provider.
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| open-ended questions | 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.
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| organizational culture | Includes an element of an organization that a customer encounters. (See also customer service environment.)
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| ownership of property | Refers to how people of a given culture view property.
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| paralanguage | Consists of voice qualities (e.g., pitch, rate, tone, or other vocal qualities) or noises and vocalizations (e.g., "Hmmm" or "Ahhh") made as someone speaks, which let a speaker know that his or her message is being listened to and followed.
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| paraphrase | The practice of a message receiver giving back in his or her own words what he or she believes a sender said.
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| pauses | A verbal technique of delaying response in order to allow time to process information received, think of a response, or gain attention.
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| perception checking | The process of clarifying a nonverbal cue that was received by stating what behavior was observed, giving one or two possible interpretations, then asking the message sender for clarification.
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| perceptions | How someone views an item, situation, or others.
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| personal factors affecting stress | Refers to issues that someone has related to family, finances, or other elements of a life that can create pressure or frustration.
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| personal obstacles | Factors that can limit performance or success in life. Examples are disabilities, lack of education, or biases.
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| pet peeves | Refers to factors, people, or situations that personally irritate or frustrate a service provider and which, left unchecked, can create a breakdown in effective service.
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| pitch | Refers to the change in tone of the voice as one speaks. This quality is also called inflection and adds vocal variety and punctuation to verbal messages. (See also inflection.)
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| Planning Process Model | Five-step process for helping a customer resolve problems.
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| Platinum Rule | Term coined by speaker and author Tony Alessandra related to going beyond the step of treating customers the way you want to be treated, to the next level of treating them the way they would like to be treated.
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| polychronic | Refers to the perception of time as a fluid commodity that does not interfere with relationships and elements of happiness.
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| positive wording | Focuses on using terminology that is less likely to evoke emotion or cause relationship breakdowns when dealing with others.
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| posture | Refers to how one sits or stands in order to project various nonverbal messages.
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| predictive dialing system | Technology that automatically places ongoing calls and delivers incoming calls to the next available service representative in a call center.
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| primary behavior pattern | Refers to a person's preferred style of dealing with others.
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| prioritizing time | Relates to how someone decides the importance of various tasks and the order in which they are dealt with.
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| problem solving | The system of identifying issues, determining alternatives for dealing with them, then selecting and monitoring a strategy for resolution.
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| Problem-Solving Model | The process used by a service provider to assist customers in determining and selecting appropriate solutions to their issues, concerns, or needs.
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| problem-solving skills | Refers to the aptitude that a service provider has for determining the true cause of an issue and finding appropriate resolution.
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| process improvement | Refers to the process of continually evaluating products and services to ensure that maximum effectiveness, efficiency, and potential are being obtained from them.
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| product | Something produced or an output by an individual or organization. In the service environment, products are created to satisfy customer needs or wants.
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| prohibitions | Local, state, or federal regulations that prevent a service provider from satisfying a customer's request even though the provider would normally do so. (See also service options.)
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| pronunciation | See articulation.
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| proxemics | Relates to the invisible barrier surrounding people in which they feel comfortable interacting with others. This zone varies depending on the level of relationship a person has with someone else. (See also spatial cues.)
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| psychological distracters | Refers to mental factors that can cause a shift in focus when interacting with others. Examples are state of health and personal issues.
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| rapport | The silent bond built between two people as a result of sharing of common interests and issues and demonstration of a win-win, I care attitude.
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| rate of speech | Refers to the number of words spoken per minute. Some research studies have found that the average rate of speech for adults in Western cultures is approximately 125-150 words per minute (wpm).
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| RATER Model | A system of evaluating the level of service received.
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| rational style | One of four behavioral groups characterized by being quiet, reflective, task-focused, and systematic.
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| reasons for customer defection | Refers to the causes of customer dissatisfaction or the reasons customers look elsewhere for products or services.
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| receiver | One of the two primary elements of a two-way conversation. Gathers the sender's message and decides how to react to it.
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| relationship-rating points | Values mentally assigned by customers to a service provider and his or her organization. They are based on a number of factors starting with initial impressions and subsequently by the quality and level of service provided. (See also relationship-rating point scale.)
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| relationship-rating point scale | The mental rating system that customers apply to service and service providers. Ratings range from exemplary to unsatisfactory, with average being assigned when service occurs as expected.
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| relationship management | The process of continually monitoring interactions with a customer in order to strengthen ties and retain the customer. (See also customer relationship management.)
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| respect for elders | A value held by people from many cultures.
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| responding | Refers to sending back verbal and nonverbal messages to a message originator.
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| ripple effect | Related to time management, this occurs when someone drops a project or issue into an environment and the "ripples" or waves that begin as a result wash over other people or situations. This often results in a negative impact in the form of having to react quickly or deal with the resulting issue(s) and being taken away from a planned agenda.
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| roadblocks to service recovery | Issues or things that can impede correction of a service problem and, ultimately, delay satisfying a customer.
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| road rage | A term used to describe the practice of a driver or passenger in a vehicle verbally and/or physically assaulting others as a result of the frustrations experienced while driving (e.g., driver failing to signal, cutting into a lane abruptly, or tailgating).
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| role of training and development | Refers to the importance of activities designed to increase employee knowledge and skills within an organization.
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| rude or inconsiderate customers | People who seem to take pleasure in being obstinate and contrary when dealing with service providers and who seem to have their own agenda without concern for the feelings of others.
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| RUMBA | An acronym for five criteria (Realistic, Understandable, Measurable, Believable, and Attainable) used to establish and measure employee performance goals.
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| salutation | The greeting included in written communications (e.g., Dear Dr., Dear Sir, or Dear Human Resources Director).
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| screen pop-ups | Small screen images that are programmed to appear on someone's computer monitor when a website is accessed.
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| self-generated time wasters | Those things that people create themselves or are a part of them that reduce time usage effectiveness.
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| semantics | The scientific study of relationships between signs, symbols, and words and their meaning. The way words are used or stressed often affects their perceived meaning.
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| sender | One of the two primary elements of a twoway conversation. Originates messages to a receiver.
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| service breakdowns | Situations when customers have expectations of a certain type or level of service which is not met by a service provider.
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| service culture | A service environment made up various factors, including the values, beliefs, norms, rituals and practices of a group or organization.
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| service delivery systems | The mechanisms or strategies used by an organization to provide service to customers.
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| service economy | A term used to describe the trend in which businesses have shifted from primarily production and manufacturing to more service delivery. As part of this evolution, many organizations have developed specifically to provide services to customers.
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| service industry | A term used to describe businesses that are engaged primarily in service delivery. Service sector is a more accurate term since many organizations provide some form of service to their customers even though they are primarily engaged in research, development, and manufacture of products.
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| service measurement | Techniques used by organizations to determine how well customers perceive the value of services and products received.
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| service options | Alternatives offered by service providers when an original request by a customer cannot be honored because of such restrictions as governmental statutory regulations, nonavailability of products, or inability to perform as requested. (See also prohibitions.)
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| service philosophy | The approach that an organization takes to providing service and addressing the needs of customers.
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| service providers | Technology companies that provide relay services for customers by linking their computers through the company's server. Customers can then access the Internet system in order to receive and transmit information.
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| service recovery | 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.
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| service sector | Refers to organizations and individuals involved in delivering service as a primary product.
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| service strategy | A combination of systems and practices coordinated to help an organization determine how it will conduct business and remain competitive.
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| setting priorities | The process of deciding which factors or elements have greater importance and placing them in a hierarchy.
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| shifts in demographics | Changes in the societal makeup of a country or the world.
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| silence | Technique used to gain attention when speaking, to allow thought, or to process information received.
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| slang | Informal language or words developed by adapting existing words or creating new ones, usually without regard for contemporary rules of grammar. (See also jargon.)
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| Small Business Administration (SBA) | United States governmental agency established to assist small business owners.
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| small talk | Dialogue used to enhance relationships, show civility, and build rapport.
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| spatial cues | Nonverbal messages sent on the basis of how close or far someone stands from another person. (See also proxemics.)
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| standards | Acceptable levels of quality used to gauge acceptance of a product or service.
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| stereotypes | Generalizations made about an individual or group and not based on reality. Similar people are often lumped together for ease in categorizing them.
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| strategies for preventing dissatisfaction | Techniques used to prevent a breakdown in needs fulfillment when dealing with customers.
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| strategies for reclaiming time | Techniques used to eliminate time wasters and to become more effective and efficient.
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| stressors | Factors in a person's life that cause them to react positively or negatively to a situation that caused the pressure. (See also fight or flight syndrome.)
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| style manuals | Written guidelines produced by some organizations that outline how correspondence and presentation materials will be organized and look. This is done to ensure a consistent, professional image in all written materials used to conduct business.
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| subcultures | Groups within a cultural group. Behavioral characteristics, language patterns, modes of dress, beliefs, or other tangible and intangible factors (e.g., within the American culture found in the United States, there are a variety of ethnic, religious, and other smaller groups) that often identify such groups. (See also culture.)
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| talkative customers | Customers exhibiting extroverted behavior who are very people-oriented.
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| TARP | See Technical Assistance Research Program.
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| Technical Assistance Research Program (TARP) | An Arlington, Virginia-based firm specializing in customer service research studies for call centers and many other industries.
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| technical skills | Aptitudes and knowledge that allows effective use of technology.
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| technology implications | Potential impact on service through the use of various equipment and systems.
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| telecommuting | A trend seen in many congested metropolitan areas and government offices. To reduce traffic, pollution, and save resources (e.g., rent, telephone, and technology systems) many organizations allow employees to set up home offices and from there electronically communicate and forward information to their corporate offices.
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| telephone management | Strategies for the effective use of the telephone and associated equipment in communicating.
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| teletype (TTY) | (also known as telephone device for the disabled [TDD]) A typewriter-type device used by people with hearing disabilities for typing messages back and forth via telephone lines.
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| templates | Predesigned style sheets that can be used to prepare letters, forms, memorandums, or other such routine documentation. Many computer software programs come with such features programmed into them for quick reference.
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| thought speed | The rate at which the human brain processes information.
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| time allocation | Amount of attention given to a person or project.
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| time management | The systematic practice of categorizing daily activities, identifying and eliminating factors that interfere with efficiency, and developing effective strategies for getting the most out of the time available.
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| time management and technology | Refers to the ability to use technology to improve effectiveness and efficiency in a service environment.
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| time management face-to-face | Techniques for increasing time efficiency when dealing with customers.
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| time management on the run | Strategies for using downtime effectively to accomplish small tasks or be creative.
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| time perception | The manner in which time is viewed as being either polychronic or monochronic.
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| time reality | Acceptance of the fact that each person has only a finite amount of time each day to accomplish tasks and to enhance its usage.
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| time wasters | Events, people, items, and other factors that create unnecessary loss of time.
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| total quality management (TQM) | A systematic approach to identifying and quantifying best practices in an organization and/or industry in order to make improvements in effectiveness and efficiency. Leading proponents of this process were W. Edwards Deming, Joseph Juran, and Philip Crosby.
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| total quality service (TQS) | The service industry equivalent to total quality management (TQM) used in manufacturing firms. A main difference in the two is that TQS focuses on customers rather than systems and processes.
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| trust | Key element in cementing interpersonal relationships.
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| two-way communication | An active process in which two individuals apply all the elements of interpersonal communication (e.g., listening, feedback, positive language) in order to effect the effective exchange of information and ideas.
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| values | Long-term appraisals of the worth of an idea, person, place, thing, or practice held by individuals, groups, or cultures. They impact attitudes and behavior.
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| verbal feedback | The response given to a sender's message that allows both the sender and receiver to know that a message was received correctly.
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| verbal fillers | Verbal sounds, words, or utterances that break silence but add little to a conversation. Examples are uh, um, ah, or you know.
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| vision disabilities | Condition resulting from reduced or lost visual acuity or ability.
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| vocal cues | Qualities of the voice that send powerful nonverbal messages. Examples are rate, pitch, volume, and tone.
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| voice mail management | System for creating outgoing messages and leaving messages on an answering system effectively.
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| voice quality | Refers to the sound of one's voice. Terms often attributed to voice quality are raspy, nasal, hoarse, and gravelly.
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| voice response unit (VRU) | System that allows customers to call 24 hours a day, 7 days a week by keying a series of numbers on the telephone keypad in order to get information or answers to questions.
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| volume | Refers to loudness or softness of the voice when speaking.
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| wants | Things that customers typically desire but do not necessarily need.
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| Welfare to Work Partnership | A national, nonpartisan, not-for-profit organization established by small, medium, and large businesses to help employ people formerly in federal assistance programs.
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| what customers want | See wants.
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| win-win situation | An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed.
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| Workplace Investment Act of 1998. | A law signed by President William Jefferson Clinton to replace the Job Training Partnership Act of 1982. It provides resources to job seekers, including skill assessment, counseling, and job skills training.
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| workplace violence | A trend that has developed and escalated in the past decade. Spawned by many changes in the workplace, shifting societal values and beliefs, and a variety of other factors, violence is blossoming in the workplace.
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| Y2K bug | The term applied to a programming error made in many software packages that would cause a computer to fail to recognize the year 2000 at midnight on December 31, 1999. In instances where the oversight occurred, computers would cease to function at that hour. Billions of dollars were spent to correct the error worldwide.
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| younger customers | Subjective term referring to anyone younger than a service provider. Sometimes used to describe members of generation X (born to baby boomers) or later.
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