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Customer Relations 2

TermDefinition
Brand Identity Includes the logo
Active Listening An ongoing process of analyzing and evaluating what another person is saying in an effort to completely understand the speaker's feelings or the true meaning of the message.
Added Value The basic product extras or services offered by an organization to its customers. Represents extra benefits that keep customers loyal.
Brand Promise A statement of enduring
Client Customer of a professional service provider
Competitor Most organizations are not the only ones that provide particular products or services. A rival business or a company that provides similar products or services are in competition for customers.
Complaint An expression that a situation is unacceptable or unsatisfactory.
Conflict Friction or opposition resulting from actual or perceived differences or incompatibilities.
Consistent Service Providing the same quality and type of service every time. Consistent service allows a consumer to rely on a business to meet a particular need. This also encourages increased loyalty.
Cultural Differences The integrated and maintained system of socially acquired values
Customer Centric The act of keeping the customer central to the organization's goals and actions; always putting the customer first.
Customer Lifetime Value (CLV) A prediction of the potential profits a customer will give to a company during the duration of the relationship.
Customer Loyalty Occurs when a customer does business almost exclusively with one organization within an industry.
Customer Relations The relationship that a business has with its customer and the way in which the business treats them.
Customer Relationship Management (CRM) Strategies for managing and nurturing a company's interactions with customers
Customer Rights Legal rights granted by the government once a person has been recognized as a "customer."
Customer Service The provision of service to customers before
Customer-Centric The act of keeping the customer central to the organization's goals and actions; always putting the customer first.
Customer An individual
Data-Mining Analyzing data to reveal previously undiscovered trends or patterns; used especially in CRM systems.
Database A computerized collection of information stored in one place.
Decentralization Giving a wider range of employees the power to make decisions.
Empathy The understanding of another individual's point of view or feelings.
Ethics Moral principles that govern a person's thoughts on what is right and wrong.
FAQ Stands for Frequently Asked Questions. This page is a form of "self- customer service".
Feedback Information about a customer's thoughts or reactions to a product
Follow-up Further action to re-connect with a customer after a previous communication or service.
Image The general idea or reputation that the public has of a product
Inquiry A request for information; a question.
Lead When a potential customer has shown some interest in your brand or product
Marketing A coordination of business activities to provide goods and services to meet the wants and needs of customers.
Match One of the 3 M's. This includes paying attention to your counterpart's breathing
Mindset An attitude
Mirror One of the 3 M's. Observe your counterpart's body language and their movements. Notice their nonverbal cues and work to move similarly to them.
Motivate One of the 3 M's. Ask open ended questions in order to find a client's true thoughts and/or feelings. Find what matters to your client.
Policy General rules or practices established within a business.
Rapport A harmonious relationship in which there is a foundation of trust and understanding between both parties.
Responsive Acting immediately and readily to problems and requests.
Retention Keeping as many customer as possible; for example
Service Orientation The ability and desire to anticipate
Social Differences The differences among individuals on the basis of social characteristics and qualities. Such differences would include class
Touch Point Any available time or place where a customer comes into contact with the brand/company.
Warranty A written guarantee by the producer of a product or service regarding the products integrity and manufacturer's responsibility for repair or replacement.
Created by: study&make100
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