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V-CDC-CustomerSer-1
Pyramid CDC - SMARTNet Customer Service Review
| Term | Definition |
|---|---|
| Account Takeover (ATO) | A type of ecommerce fraud in which thieves steal customer login information and then use it to access their retailer accounts. Once they have access, thieves can often use customers’ loyalty points to make purchases for themselves. |
| Active Listening | A structured form of listening and responding that focuses the attention on the speaker. The listener must take care to attend to the speaker fully and understand any messages suggested behind the words. |
| Advertising | The activity of producing paid advertisements for commercial products and services. |
| Add-on Services | Available services for specific product purchases that customers can opt for (e.g., payment options, product modifications, ways that customers can protect their purchases and others). |
| Alterations | Modifications to products that help them best meet the needs of customers (e.g., the tailoring of clothing items or installing additional memory in a laptop). |
| American with Disabilities Act | This act prohibits employers from discriminating against qualified individuals with disabilities in job application procedures, hiring, firing, advancement, compensation, training and other terms, conditions and privileges of employment. |
| Analytical Communication Style | A communication style refers to the way a person interacts with others. Someone who has an analytical communication style typically wants the important data, facts and logic. |
| Anti-theft Methods | Practices and devices used to manage and minimize deliberate preventable losses. Examples include |
| Asset Protection (Sometimes Referred to as Loss Prevention) | The branch of retail in charge of implementing action plans to reduce waste, breakage or theft and increase safety. |
| At-will Employment | Employment subject to termination by an employer at any time for any reason, except for an illegal reason such as discrimination. An employee is also free to leave a job at any time. |
| Automated Fraud | A type of ecommerce fraud in which cyber-criminals either steal credit card information from customers or create programs to test randomly generated card numbers and CVV codes. |
| Audio Ads on Podcasts | An advertising strategy in which retailers use podcast-digital audio-messages to advertise their merchandise. |
| Available Inventory (or On-hand) | The number of units within the total inventory that are available to sell. |
| Average Customer Spend | This refers to the average amount that a customer spends during a store visit. This information might help a store plan their sales and marketing approaches. |
| Barcode | A machine-readable series of parallel lines used in retail to create a unique item identifier. |
| Body Language Cues | Conscious or unconscious gestures and movements that express intentions. These are a key form of non-verbal communication. |
| Bonuses | Monetary incentives given to employees for great performance. Retailers often give bonuses to employees, teams, departments or even the entire company. |
| Brand Promise | An extension of the company brand that reflects the benefit of doing business with them, for example, providing quality customer service. |
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PyramidCDC
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