Exam Chapter 1 -5
1. A symbol used to convey feeling is called ___________
EMOTICON
2. A _____________ is a series of questions that ask customers to provide feedback on their perception of the support services being offered.
CUSTOMER SATISFACTION SURVEY
3. A _____________ transfer only occurs when you stay on the line only long enough to ensure that the call has been transferred successfully.
COLD
4. An abbreviation formed from the first letters of a series of words is called _____________.
ACRONYM
5. Data that is organized in a meaningful way is called _____________.
INFORMATION
6. Introducing the customer and the service provider to whom you are going to transfer the call but you do not stay on the line is an example of a __________________ transfer.
WARM
7. Participating in a conversation and giving the speaker a sense of confidence that he or she is being heard is called ______________.
ACTIVE LISTENING
8. Raw facts that are not organized in a meaningful way are called _____________.
DATA
9. Simultaneous text communication between two or more people via a computer is called:
CHAT
10. Skills such as understanding the importance of meeting customers’ needs and knowing how to manage their expectations are known as:
CUSTOMER SERVICE SKILLS (BUSINESS SKILLS)
11. Staying on the line with a customer and the service provider via conference call is an example of a __________________ transfer.
HOT
12. Taking in information and shows little regard for the speaker is called ______________.
PASSIVE LISTENING
13. The difference between how a customer perceives he or she was treated and how the customer expects to be treated is known as:
CUSTOMER SATISFICATION
14. The exchange of information in a form other than words such as by facial expressions, body language, clothing is an example of ________________.
NONVERBAL COMMUNICATION
15. The exchange of information using words is ______________ communication.
VERBAL
16. The exchange of
EMOTICON
2. A _____________ is a series of questions that ask customers to provide feedback on their perception of the support services being offered.
CUSTOMER SATISFACTION SURVEY
3. A _____________ transfer only occurs when you stay on the line only long enough to ensure that the call has been transferred successfully.
COLD
4. An abbreviation formed from the first letters of a series of words is called _____________.
ACRONYM
5. Data that is organized in a meaningful way is called _____________.
INFORMATION
6. Introducing the customer and the service provider to whom you are going to transfer the call but you do not stay on the line is an example of a __________________ transfer.
WARM
7. Participating in a conversation and giving the speaker a sense of confidence that he or she is being heard is called ______________.
ACTIVE LISTENING
8. Raw facts that are not organized in a meaningful way are called _____________.
DATA
9. Simultaneous text communication between two or more people via a computer is called:
CHAT
10. Skills such as understanding the importance of meeting customers’ needs and knowing how to manage their expectations are known as:
CUSTOMER SERVICE SKILLS (BUSINESS SKILLS)
11. Staying on the line with a customer and the service provider via conference call is an example of a __________________ transfer.
HOT
12. Taking in information and shows little regard for the speaker is called ______________.
PASSIVE LISTENING
13. The difference between how a customer perceives he or she was treated and how the customer expects to be treated is known as:
CUSTOMER SATISFICATION
14. The exchange of information in a form other than words such as by facial expressions, body language, clothing is an example of ________________.
NONVERBAL COMMUNICATION
15. The exchange of information using words is ______________ communication.
VERBAL
16. The exchange of