Chapter 14

the performance of activities to ensure customer satisfaction

• customer service

• daily tasks

• external customer

• internal customer

someone from outside the organization who receives benefits or information or purchases a product or service

• external customer

• internal customer

another employee who works for the same company as you do

• external customer

• internal customer

the ease with which customers can contact you

• accessibility

• customer service

• phone service

• email

the highness or lowness of your voice

• pitch

• volume

• tone

• pronunciation

the attitude toward your listeners that is implied by your choice of words and pitch of your voice

• pitch

• volume

• tone

• pronunciation

the way a word is spoken

• pitch

• enunciation

• tone

• pronunciation

the way in which you say each part of a word

• pitch

• enunciation

• tone

• pronunciation

a procedure used to learn who is calling and sometimes the reason for the call

• screening calls

• texting

• emailing

• caller ID

Which of the following is true about listening carefully to customers?

• It's important to listen because you can't assume you know what the customer wants or needs.

• As long as they THINK you're listening, you are doing a good job.

• It's not important to listen if you are secretly recording the conversation to listen to later.

• You can show you're listening by looking away from the customer and slouching.