Organizational Structures and Processes, Exams of Nursing

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LOMA ACS 100 Module 1 to 5 360-degree feedback - correct answer ✔✔A performance evaluation method that solicits feedback about an employee's performance from many sources, including the employee's superiors and peers, any people the employee supervises, and the internal and external customers the employee serves abandonment rate - correct answer ✔✔A performance measure that indicates the percentage of inbound telephone calls that are automatically placed on hold and then termi- nated by the caller before the call is answered by a service provider accepted standard - correct answer ✔✔A performance standard that employees understand and believe to be meaningful, valid, and realistic account manager - correct answer ✔✔See dedicated customer service representative active listening - correct answer ✔✔The process of concentrating entirely on a speaker's verbal and nonverbal communication ad hoc committee - correct answer ✔✔See problem-solving team adaptor - correct answer ✔✔An unconscious body movement that releases some form of tension or emotion adult ego state - correct answer ✔✔A behavior pattern in which a person objectively analyzes data and makes decisions based on this analysis advisory panel - correct answer ✔✔A standing group that meets on a regular basis to provide a com- pany with qualitative information about the company's services and to suggest ways to improve those services advocates - correct answer ✔✔People who are so convinced of a company's merit that they share their strong feelings with family, friends, and acquaintances affect display - correct answer ✔✔A facial expression that people use to show emotion aggressive behavior - correct answer ✔✔A behavior pattern that occurs when a person lashes out at others with little regard for their feelings ANI - correct answer ✔✔See automatic number identification app - correct answer ✔✔See mobile applications assertive behavior - correct answer ✔✔A behavior pattern that occurs when a person states his posi- tions clearly and firmly, but in a constructive rather than destructive manner asset and wealth accumulation - correct answer ✔✔The gathering of a substantial amount of money over time associate - correct answer ✔✔See internal customer association - correct answer ✔✔The reputation of an employee's company and the employee's rela- tionship with the company assurance - correct answer ✔✔A service dimension that refers to the competence and credibility of service providers, their ability to convey trust and confidence, and the courtesy and respect they show to customers attribution - correct answer ✔✔The perceptual process of assigning reasons for a person's behavior in order to explain his actions attributional bias - correct answer ✔✔A perceptual error that occurs when we assign generalized, poorly thought-out reasons for the behavior of others business partner - correct answer ✔✔In the context of customers, an organization that helps a com- pany develop, distribute, or service its products business system - correct answer ✔✔A set of processes and other elements designed to work together to meet a company's performance requirements business-to-business (B2B) customer - correct answer ✔✔See organizational customer call center - correct answer ✔✔In customer service, an organizational unit that receives and/or places telephone calls to customers call center representative - correct answer ✔✔See customer service representative calls answered on time - correct answer ✔✔A performance measure that indicates the percentage of inbound customer telephone calls answered within a specified time frame career path - correct answer ✔✔An outline of the types of advancement available to an employee within a particular department and within the company that provides a logical progression through positions that offer increasing responsibility and pay cash management - correct answer ✔✔The process of using readily available funds for everyday liv- ing expenses, as well as for short-term savings and investments purposes CBT - correct answer ✔✔See computer-based training change sequence - correct answer ✔✔A series of activities that typically occurs in successful orga- nizational transformation; it consists of (1) recognizing the need for change, (2) assessing the organization's readiness for change, (3) identifying appropriate changes and the methods for implementing the changes, and (4) implementing the changes channel - correct answer ✔✔In the communication process, the medium used to transmit or deliver a message . Also known as a communication channel character - correct answer ✔✔A person's integrity and principles child ego state - correct answer ✔✔A behavior pattern in which a person responds to others in the helpless, complaining tone of an unhappy child chronemics - correct answer ✔✔The nonverbal messages conveyed by the way people use time classroom training - correct answer ✔✔A training method in which an instructor typically lectures to the group, leads the group in discussion, or directs the group as they do vari- ous exercises, such as role- playing click-to-call - correct answer ✔✔A communication mechanism that enables website visitors to initi- ate a conversation with a company representative by clicking on an icon, which then automatically places a call, using Voice over Internet Protocol, to a com- pany representative. Also known as click-to-talk click-to-talk - correct answer ✔✔See click-to-call closed question - correct answer ✔✔A specific inquiry that can usually be answered with "yes," "no," or a short factual statement closing of a letter - correct answer ✔✔Typically the last paragraph or two of a business letter, which performs one or more of the following functions: (1) summarizes all important points from the body of the letter, (2) indicates any steps the writer will be tak- ing, (3) asks for any response needed from the reader, (4) gives specific infor- mation about how and when the reader's response should be communicated, and (5) concludes on a positive note cloud computing - correct answer ✔✔The practice of storing and accessing information over the Internet or other network rather than a location-specific device co-browsing - correct answer ✔✔See web collaboration code of conduct - correct answer ✔✔A document that provides guidelines for how employees are expected to approach their jobs . Also known as guiding principles coercion - correct answer ✔✔An attempt to convince others to do something they really don't want to do cognitive abilities test - correct answer ✔✔See mental abilities test collaborative browsing - correct answer ✔✔See web collaboration commission - correct answer ✔✔An amount of money, usually a percentage of the sale amount, that is paid to an employee or intermediary for selling a product or service communication - correct answer ✔✔The process of transferring information and understanding from one person to another communication channel - correct answer ✔✔See channel company-specific orientation - correct answer ✔✔A type of job-orientation training that introduces a new employee to the company's organizational structure, shows how the employee's department fits into that structure, and explains how the employee benefits from employment with the company competence - correct answer ✔✔A person's knowledge and ability complaint management system - correct answer ✔✔The processes and procedures for recording, evaluating, and taking action on complaints complaint team - correct answer ✔✔A work group dedicated solely to resolving customer complaints complimentary close - correct answer ✔✔The formal wording used to end a business letter, followed by the writer's full name and title, if applicable critical incident appraisal - correct answer ✔✔A performance evaluation method in which the super- visor records examples of an employee's accomplishments as well as any errors or problems that occurred during the evaluation period CRM - correct answer ✔✔See customer relationship management cross-functional team - correct answer ✔✔A team that consists of representatives from two or more work groups that perform related business activities and that is dedicated to improving processes and procedures that cross organizational boundaries cross-selling - correct answer ✔✔A sales activity in which customers are invited to purchase a prod- uct other than the product they already own cross-telling - correct answer ✔✔A sales-related activity in which a person informs a customer of a product but does not attempt to make a sale cross-trained work team - correct answer ✔✔A multiple-function work team staffed by generalists who can each complete a variety of transactions crossing channels - correct answer ✔✔Customer contacts that move from one communication chan- nel to another CSR - correct answer ✔✔See customer service representative CTI - correct answer ✔✔See computer telephony integration culture - correct answer ✔✔The customary beliefs, attitudes, practices, and behaviors that are learned and shared by a group customer - correct answer ✔✔Any person or organization that interacts with a company customer access strategy - correct answer ✔✔A strategy focused on the selection, development, and coordination of an organization's contacts and communications with its cus- tomers customer contact center - correct answer ✔✔An organizational unit that provides customers with a variety of channels—such as telephone, fax, and email—for communicating with a company customer contact system - correct answer ✔✔A customer database and work-tracking tool that com- bines a variety of features—such as data entry and retrieval, history of previous customer contacts, document management, scripted presentations, and follow- up tools—to provide a framework for handling and documenting customer contacts customer education - correct answer ✔✔The activity of educating existing or potential customers about a company's products and the level of service it provides customer loyalty - correct answer ✔✔A customer's feeling of attachment to or preference for a com- pany's people, products, or services customer relationship management (CRM) - correct answer ✔✔A business initiative that allows an organization to manage all aspects of its interactions with current and potential customers customer relationship team - correct answer ✔✔See complaint team customer retention - correct answer ✔✔The act of keeping the business of existing customers customer satisfaction survey - correct answer ✔✔A survey designed to help a company determine whether its products, prices, and services are meeting customer expectations customer service - correct answer ✔✔The broad range of activities that a company and its employees perform to keep customers satisfied so that they will continue doing business with the company and speak positively about it to other potential customers customer service mission statement - correct answer ✔✔A statement that tells why a company pro- vides customer service and expresses the company's overall customer service goals customer service professional - correct answer ✔✔See customer service representative customer service representative (CSR) - correct answer ✔✔A person whose primary job responsi- bility is to support external customers through face-to-face communications or through communications media, such as the telephone, fax, e-mail, Inter- net chat sessions, or social media forums. Also known as a customer service professional, service representative, service associate, service agent, contact center agent, or call center representative customer service strategic plan - correct answer ✔✔A strategic plan that establishes corporate objec- tives specifically tied to customer service and determines an overall course of action the company and its employees will follow to achieve those objectives customer service technology - correct answer ✔✔Communication and information systems that organizations use to support customers or to enable customers to help them- selves customer-centric philosophy - correct answer ✔✔A business philosophy focused on the needs of customers and how to fill those needs - correct answer ✔✔[2] data mining - correct answer ✔✔The process of selecting and exploring large amounts of data to uncover previously unknown patterns for business advantage data warehouse - correct answer ✔✔An information system that stores, consolidates, retrieves, and manages large amounts of data from across an organization, bringing together all relevant information to support company operations as well as management decision making decryption - correct answer ✔✔A technology to restrict unauthorized access to confidential informa- tion that involves the conversion of encrypted data back to its original form so that it can be understood dedicated customer service representative - correct answer ✔✔A service provider assigned to assist specific customers or groups of customers. Also known as an account manager employee suggestion program - correct answer ✔✔A system that encourages employees to submit constructive suggestions, which are promptly and seriously reviewed and— when appropriate— implemented by the company empowerment - correct answer ✔✔A management approach that gives service providers the author- ity to make decisions on behalf of the company in the course of performing their regular job functions encryption - correct answer ✔✔A technology to restrict unauthorized access to confidential informa- tion that involves the conversion of electronic data into a code that cannot be easily understood by unauthorized people end customer - correct answer ✔✔See external customer enunciation - correct answer ✔✔The articulation of sounds and the pronunciation of words error rate - correct answer ✔✔A performance measure that indicates the percentage of transactions that resulted in errors escalation process - correct answer ✔✔A procedure that specifies how a particular type of request should be addressed and to whom it should be directed when the service pro- vider is not able or authorized to resolve the issue essay appraisal - correct answer ✔✔A performance evaluation method in which, at the end of the evaluation period, the supervisor writes a description of an employee's perfor- mance during that period etiquette - correct answer ✔✔A code of both formal and informal conduct that defines the behavior considered appropriate in various situations exception processing - correct answer ✔✔Guidelines for making exceptions to standard procedures executive summary - correct answer ✔✔In some memos, a section that highlights the most important points; it appears after the heading and before the body of the memo expectation - correct answer ✔✔What a person believes is likely or certain to happen expected service - correct answer ✔✔The quality of the service that customers think they will receive expert systems software - correct answer ✔✔A knowledge management application that performs many of the functions and makes many of the decisions that once required the attention of trained professionals, such as underwriters, loan officers, claim processors, or investment advisors explanation - correct answer ✔✔A factual description of how things work or why certain actions are taken exploitative autocratic system - correct answer ✔✔A type of management system in which authority and decision making are centralized with managers, especially senior execu- tives, who often maintain secrecy about the company's intentions, place little confidence in the workforce, and rarely delegate responsibility exploratory research - correct answer ✔✔See qualitative research external customer - correct answer ✔✔Any person or organization in a position to buy or use a com- pany's products . Also known as an end customer external network - correct answer ✔✔A computer network that links a company to people and com- puters outside the company fact - correct answer ✔✔A piece of objective information that can be proven to be true fax-on-demand - correct answer ✔✔A technology that combines interactive voice response with fax to enable customers to call a business at any time to have forms or other docu- ments automatically faxed to them feedback - correct answer ✔✔In the communication process, a return message that a receiver sends in response to a sender's message; it can be either verbal or nonverbal financial institution - correct answer ✔✔A business that collects funds from the public and owns pri- marily financial assets, such as stocks and bonds, rather than fixed assets, such as equipment and raw materials. Also known as a financial services company financial planning - correct answer ✔✔A coordinated process for identifying, planning for, and meeting goals related to financial needs financial protection - correct answer ✔✔Insurance against the risk of financial loss financial services company - correct answer ✔✔See financial institution financial services industry - correct answer ✔✔An industry consisting of financial institutions that offer products and services that help individuals, businesses, and governments save, borrow, invest, protect, and otherwise manage assets firewall - correct answer ✔✔A type of hardware or software that sits between a company's internal network and the outside Internet, and that limits access into and out of the inter- nal network, based on rules defined by the organization first-contact resolution - correct answer ✔✔A performance measure that indicates the percentage of inbound customer contacts that are successfully completed at the initial point of contact—that is, without being transferred and without the need for follow-up work flat organizational structure - correct answer ✔✔A type of corporate structure that has relatively few layers of supervision between top management and nonmanagerial employ- ees. Also known as a flattened organizational pyramid flattened organizational pyramid - correct answer ✔✔See flat organizational structure focus group - correct answer ✔✔An unstructured, informal session during which six to ten partici- pants are asked to discuss their opinions about a certain topic in-depth interview - correct answer ✔✔A loosely structured conversation during which a few respon- dents, usually customers, are interviewed individually and asked to provide detailed information on a specific topic indirect customer service provider - correct answer ✔✔A person who does not routinely interact with external customers, but who performs activities that facilitate customers' receipt of the information, products, and services that they need individual customer - correct answer ✔✔A person who buys or uses a product primarily for his own benefit or the benefit of his family. Also known as a retail customer, consumer, or household customer industry standard - correct answer ✔✔A performance standard based on the performance results for a specific process or activity achieved by companies within a company's own industry inference - correct answer ✔✔A conclusion based on facts as well as other information, such as our personal knowledge or past experiences instant messaging - correct answer ✔✔See web chat institutional customer - correct answer ✔✔See organizational customer intellectual capital - correct answer ✔✔The sum of all employee knowledge in a company that gives it a competitive edge in the marketplace intelligent call routing (ICR) - correct answer ✔✔The general term for any automated process of analyzing and directing inbound telephone calls intention - correct answer ✔✔A person's apparent motive interactive video training (IVT) - correct answer ✔✔A type of computer-based training that uses video to create a more interesting and realistic training situation than standard computer-based training interactive voice response (IVR) system - correct answer ✔✔A computer-based technology that answers telephone calls, greets callers with a recorded or digitized message, and prompts them to enter information or make requests by voice or telephone keypad. Also known as a voice response unit (VRU) intermediary - correct answer ✔✔A person who links buyers of financial products and services with the companies that sell those products and services internal auditing department - correct answer ✔✔A work group whose primary responsibility is the independent appraisal of the departments, processes, and systems within an organization internal customer - correct answer ✔✔A company employee or department that receives support from another employee or department within the organization . Also known as a partner, a team member, an associate, or a counterpart internal network - correct answer ✔✔A computer network that a company creates to link its people and equipment to each other internal standard - correct answer ✔✔A performance standard that is developed inside a company, based on the company's own historic performance levels interpersonal skills - correct answer ✔✔The skills used to understand and interact with internal and external customers . Also known as soft skills intimate distance - correct answer ✔✔In North American culture, a distance that people typically use when communicating with someone with whom they have a close relationship, such as a spouse, child, or parent; ranges from touching to about 18 inches intranet - correct answer ✔✔An internal network that looks and functions much like the Internet, but is designed to be accessible only to company employees inverted funnel technique - correct answer ✔✔A questioning strategy in which the person asking questions moves from specific to general questions, starting with closed ques- tions and progressing to open questions invisible system - correct answer ✔✔See seamless process IT help desk - correct answer ✔✔A service provided by IT staff that enables technology users to obtain assistance, usually requested via telephone or e-mail IVR system - correct answer ✔✔See interactive voice response system IVT - correct answer ✔✔See interactive video training jargon - correct answer ✔✔A specialized language of technical terms and acronyms that only a specific group of people is familiar with and understands job description - correct answer ✔✔A document that identifies the duties, responsibilities, and accountabilities of a job job enrichment - correct answer ✔✔The process of increasing the authority and complexity of a job to make the job more rewarding to the employee job orientation - correct answer ✔✔A type of training program that introduces new employees to the company they are joining and to the work they will perform job rotation - correct answer ✔✔A type of job-related training in which employees move periodically from one job to another, staying in each job just long enough to learn how the job is done and how it relates to other jobs in the company kinesics - correct answer ✔✔See body language knowledge management - correct answer ✔✔The overall strategies, resources, and processes that organizations use to apply knowledge to business activities LAN - correct answer ✔✔See local area network mobile computing - correct answer ✔✔A type of computing that combines telephone and computer technology and that allows customers to contact a company by telephone, e-mail, or social media from virtually anywhere moment of magic - correct answer ✔✔See moment of truth moment of truth - correct answer ✔✔An instant when a company has an opportunity to create a good or bad impression in the mind of a customer . Also known as moment of magic monitoring - correct answer ✔✔A process used to review and evaluate the quality of customer ser- vice interactions either as they happen or after the fact multichannel customer contacts - correct answer ✔✔Interactions that combine two or more commu- nication channels simultaneously, such as web collaboration and the telephone multiple-function work team - correct answer ✔✔An organizational unit that combines various business functions to provide a "one-stop" service department mystery shopper - correct answer ✔✔A trained evaluator who approaches or calls customer service employees and pretends to be a customer NAIC Model Privacy Act - correct answer ✔✔See National Association of Insurance Commis- sioners Insurance Information and Privacy Protection Model Act National Association of Insurance Commissioners Insurance Information and Privacy Protection Model Act (NAIC Model Privacy Act) - correct answer ✔✔An NAIC model act that establishes standards for the collection, use, and disclosure of informa- tion gathered in connection with insurance transactions, such as underwriting and claim evaluation natural language technology - correct answer ✔✔See speech recognition technology need - correct answer ✔✔A requirement to improve an unsatisfactory condition—for example, food to satisfy hunger, shelter to stay warm and dry, and transportation to travel to work negotiation - correct answer ✔✔The process of reaching a mutually acceptable solution in the event of a disagreement or a conflict of interest neutral question - correct answer ✔✔An inquiry that has no bias and does not imply a correct answer; a neutral question is phrased in a way that encourages the respondent to give whatever answer is most accurate noise - correct answer ✔✔Anything that interferes with communication nonpublic personal information - correct answer ✔✔Information about a customer that a financial services company collects in connection with providing a financial product or service to the customer nonverbal communication - correct answer ✔✔A type of communication that conveys messages in ways that do not rely on the meaning of words norming - correct answer ✔✔The third stage of team development, which is characterized by greater harmony among team members, who begin to trust each other and communi- cate more openly number of blocked calls - correct answer ✔✔A performance measure that indicates the number of telephone calls that encounter a busy signal and cannot get through to the cus- tomer contact center observation - correct answer ✔✔A data-collection method in which a person or process is observed and evaluated on-the-job training - correct answer ✔✔A type of training program in which an employee learns by performing real work in the actual work environment open question - correct answer ✔✔A broad and general inquiry that cannot be answered appropri- ately in one word or just a few words; open questions often ask for opinions, thoughts, or feelings opening of a letter - correct answer ✔✔The first paragraph or two of a business letter; it attracts the reader's attention, establishes the tone of the message, and states the purpose of the letter operational plan - correct answer ✔✔See tactical plan organization chart - correct answer ✔✔A visual display of the functional areas, job positions, and formal lines of authority in an organization organizational culture - correct answer ✔✔See corporate culture organizational customer - correct answer ✔✔A business or organization (such as a government, an educational institution, or a charity) that buys a product or service for its ben- efit or the benefit of its employees or members organizational structure - correct answer ✔✔The assignment of task responsibilities and authority relationships within a business entity outbound telephone call - correct answer ✔✔A call initiated by a company representative to a cus- tomer outsourcing - correct answer ✔✔A business practice in which a company hires a vendor to conduct a specific activity that the company would otherwise perform itself, such as bill- ing administration or handling telephone calls from customers paralanguage - correct answer ✔✔A nonverbal component of speech by which we add meaning to the information we're communicating paraphrasing - correct answer ✔✔The process of stating, in your own words, your understanding of another person's position, proposition, or request parent ego state - correct answer ✔✔A behavior pattern in which a person responds to others as a parent might, as if he knows everything and wants to tell everyone else what to do primary data - correct answer ✔✔Research information that has not been collected previously and that is observed and collected to provide information on a specific problem priority list - correct answer ✔✔A listing of tasks that need to be completed and that are ranked according to their importance proactive service - correct answer ✔✔A type of customer service that looks beyond what the customer asks in an effort to anticipate and fulfill the customer's unexpressed needs problem resolution team - correct answer ✔✔See complaint team problem-focused coping style - correct answer ✔✔An approach to handling stress in which a person focuses on the cause of the stress problem-solving team - correct answer ✔✔A work group that typically consists of employees who, because of their knowledge and expertise, are assigned to participate in a proj- ect that has a specific, limited objective. Also known as a task force or an ad hoc committee procedure - correct answer ✔✔See process process - correct answer ✔✔A series of steps involved in performing a recurring activity designed to produce a specific outcome. process improvement team - correct answer ✔✔A type of problem-solving team that includes employees from different areas or specialties within an organization who ana- lyze processes and make recommendations for improvement process management - correct answer ✔✔A formal method of defining, documenting, evaluating, and modifying the resources and workflow involved in processes so that the processes better achieve the tasks they were designed to accomplish processes completed - correct answer ✔✔A performance measure that indicates how many transac- tions are handled within a specified period of time, such as the number of tele- phone calls received, applications processed, claims processed, checks released, or withdrawals and transfers processed in a month processing service center - correct answer ✔✔An administrative or transaction-processing unit that is also responsible for handling customer contacts related to the functions it performs. Also known as a working customer contact center or a silo customer contact center product-centric philosophy - correct answer ✔✔A business philosophy focused on product features profit-sharing bonus plan - correct answer ✔✔A system of financial rewards in which a financial services company establishes a pool of money—based on some percentage of profits or the total compensation pool—and pays a lump-sum bonus to each employee based on the employee's performance, his work group's performance, or a combination of the two projection - correct answer ✔✔A perceptual error that occurs when we attribute our own feelings to someone else who may or may not have those same feelings proofreading - correct answer ✔✔The process of reading through and making corrections to a document proxemics - correct answer ✔✔The study of the way people use space while communicating public distance - correct answer ✔✔In North American culture, a distance that speakers use in a for- mal setting when addressing an audience; generally about 12 feet or more qualitative performance measurement - correct answer ✔✔A type of performance measurement that focuses on behaviors, attitudes, or opinions to determine how efficiently and effectively processes and transactions are completed. Also known as behavioral performance measurement qualitative research - correct answer ✔✔Research designed to enable researchers to draw reasonable conclusions, to interpret verbal and numerical information, and then to generate verbal descriptions of the subjects being studied.Also known as exploratory research. quality circle - correct answer ✔✔A group of employees that meets on an ongoing basis to find ways to improve work processes. Also known as a work improvement team or continuous improvement team quality rate - correct answer ✔✔A performance measure that indicates the accuracy of a particular type of transaction quantitative performance measurement - correct answer ✔✔A type of performance measurement that relies on numerical methods to track and report results to determine how quickly, how often, how accurately, and how profitably processes and transac- tions are completed quantitative research - correct answer ✔✔Research designed to examine and generate numerical information about the characteristics of the subject being studied questioning - correct answer ✔✔In the context of listening and understanding, the practice of asking a speaker questions designed to initiate or direct a conversation, clarify infor- mation, or probe for details queue - correct answer ✔✔In customer service, a series of telephone calls or other types of communi- cation awaiting handling racial slur - correct answer ✔✔A derogatory word or statement pertaining to a person's race or, more broadly, to a person's ethnicity or religion reactive service - correct answer ✔✔A type of customer service that responds only to a customer's specific request or problem—that is, answering the question or fulfilling a spe- cific request, but no more readerboard - correct answer ✔✔A screen mounted in a customer contact center that displays real- time statistics and recent performance results for a particular work group. Also known as a suspended monitor or an electronic display realistic standard - correct answer ✔✔A performance standard that is set at a challenging but achiev- able level information they seek. Also known as a retrieval tool. - correct answer ✔✔ " - correct answer ✔✔ secondary data - correct answer ✔✔Research information that has already been collected for some purpose other than the current question, either by the company doing the research or by some other organization security - correct answer ✔✔The physical, technical, and procedural steps a company takes to prevent the loss, wrongful disclosure (accidental or intentional), or theft of information selective perception - correct answer ✔✔The tendency to perceive only what we want to or expect to perceive self-directed team - correct answer ✔✔A type of team in which the members handle many tradi- tional management responsibilities, such as planning and monitoring work self-managed team - correct answer ✔✔See self-directed team self-study training - correct answer ✔✔A training method in which the trainee works independently to complete a training course or program semiautonomous team - correct answer ✔✔A type of team in which the manager or supervisor man- ages the team, while the other team members, in addition to doing their "regu- lar" work, provide input into planning, organizing, and monitoring the work sender - correct answer ✔✔In the communication process, the person who transmits a message service agent - correct answer ✔✔See customer service representative service associate. See customer service representative service dimensions - correct answer ✔✔Criteria that customers typically use to judge the quality of service they receive and that influence customers' perceptions of service . The five service dimensions are (1) reliability, (2) assurance, (3) empathy, (4) respon-siveness, and (5) tangible factors service gap - correct answer ✔✔The condition that exists when the perceived quality of a company's service is lower than customers' expectations regarding the service service objective - correct answer ✔✔A statement that defines one or more specific goals that a com- pany must meet to fulfill its customer service mission service provider - correct answer ✔✔A person whose primary focus is on meeting the needs of cus- tomers, regardless of the person's job responsibilities or position within the company service recovery - correct answer ✔✔The act of fully resolving to the customer's satisfaction a prob- lem that initially caused customer dissatisfaction and might have resulted in a loss of business service representative - correct answer ✔✔See customer service representative service request - correct answer ✔✔A requisition for another person or area to complete the work that was initiated by a customer's request service strategy - correct answer ✔✔The general plan(s) a company develops and follows to achieve its service objectives sexist language - correct answer ✔✔Language that minimizes the value of someone because of his or her gender, usually implying a negative stereotype shadowing - correct answer ✔✔See web collaboration silo customer contact center - correct answer ✔✔See processing service center simulation training - correct answer ✔✔A training method that gives trainees an opportunity to experience a job's working conditions without the pressure of actually being on the job simultaneous production and consumption - correct answer ✔✔A process describing a commodity, such as customer service, that is consumed at the same time it is produced single-function work team - correct answer ✔✔An organizational unit that primarily performs one specific function—such as billing, claim processing, or loan processing situation analysis - correct answer ✔✔An examination of the environmental forces that are likely to affect a company's marketing activities, conducted to provide information the company needs to develop its corporate strategic plan and marketing plan skill-based routing (SBR) - correct answer ✔✔A type of routing that directs specific types of requests to the most qualified CSRs skills-based pay raise - correct answer ✔✔A variation of a merit pay raise that rewards employees for developing and improving job skills social distance - correct answer ✔✔In North American culture, a distance that people typically main- tain when conducting impersonal business; ranges from about 4 to 7 feet social media - correct answer ✔✔A form of electronic communication that allows users connected to a network to communicate by sharing and exchanging information and ideas with others who are also connected social networking contacts - correct answer ✔✔The number of customer contacts through social net- working websites such as Facebook, LinkedIn, or Twitter soft skills - correct answer ✔✔See interpersonal skills span of control - correct answer ✔✔The number of people who report directly to a manager, supervi- sor, or team leader task force - correct answer ✔✔See problem-solving team team compact - correct answer ✔✔An agreement between a company and a team's members indicat- ing that (1) the company will grant certain rights, responsibilities, and resources to team members and (2) the team will achieve specified performance goals; often used by highly autonomous teams team leadership - correct answer ✔✔A leadership style in which the supervisor shares responsibility for the team's operation with the team members and spends more time on larger organizational issues that affect team performance team member - correct answer ✔✔See internal customer team mission statement - correct answer ✔✔A statement, derived from the corporate and/or cus- tomer service mission statement, that defines a team's purpose and goals and that serves as an overall guide for the team's activities technology - correct answer ✔✔The practical, scientific tools used to accomplish tasks template - correct answer ✔✔A sample document that employees use as a model when writing a specific type of correspondence text chat - correct answer ✔✔See web chat tiered service - correct answer ✔✔The strategy of offering a service level to each customer that is commensurate with the customer's value to the organization timeliness - correct answer ✔✔A performance measure that indicates the time it takes to complete a customer-initiated request or transaction, such as answering a question, under- writing an application, processing a claim, issuing a commission check, or pro- cessing a withdrawal or an account transfer traditional team - correct answer ✔✔A type of team in which the manager or supervisor performs most or all of the management tasks, such as organizing, planning, monitor- ing, and controlling the work, as well as human resource activities, such as employee hiring, training, evaluation, and motivation; other team members concentrate solely on doing the work—performing the business functions for which the team is responsible transactional analysis - correct answer ✔✔An approach to analyzing behavior patterns which sug- gests that, at any given moment, a person exhibits one of the following three behavior patterns or ego states: parent, adult, or child tribal mentality - correct answer ✔✔A concept by which a group strongly identifies itself as a unit and considers other groups or individuals as outsiders or rivals turnaround time - correct answer ✔✔See timeliness underlying needs - correct answer ✔✔The needs on which a person's stated needs are based understandable standard - correct answer ✔✔A performance standard that is clearly, widely, and effectively communicated so that employees know how the standard applies to the functions they perform uniform call distribution (UCD) - correct answer ✔✔A type of routing that distributes inbound calls in a predetermined order among available CSRs so that each person receives approximately the same number of calls universal queue - correct answer ✔✔A routing system that handles all customer contacts together, regardless of the type of communication universal standard - correct answer ✔✔A performance standard based on the performance results for a specific process or activity achieved by other companies both within and outside a company's own industry up-selling - correct answer ✔✔A sales activity in which customers are invited to purchase additional amounts or features of a product they already own or are considering purchas- ing user needs analysis - correct answer ✔✔A series of activities designed to improve the effectiveness of a system by examining the interaction between the technology and the people who use it valid standard - correct answer ✔✔A performance standard that is unbiased and accurately reflects what it is intended to measure value-added customer service - correct answer ✔✔Activities that provide customers with additional benefits that do not routinely come with the product or service they have pur- chased verbal communication - correct answer ✔✔The use of language (spoken or written) to send and receive messages videoconferencing - correct answer ✔✔A method of electronic communication in which participants can see and hear one another virtual meeting - correct answer ✔✔The combining of audio, video, and data communication over the Internet to enable participants to log on to an Internet site at a scheduled time to "meet" and share information virtual work team - correct answer ✔✔An organizational arrangement that electronically links geo- graphically separate business sites to form a single work group for purposes of managing, scheduling, monitoring, and conducting business activities voice mail - correct answer ✔✔A computerized answering service that provides a personalized greet- ing and allows one person to leave a recorded message for another Voice over Internet Protocol (VoIP) - correct answer ✔✔A technology that transmits voice over an Internet connection voice recognition technology - correct answer ✔✔See speech recognition technology WAN - correct answer ✔✔See wide area network