English test chapter5,6,7,8

burnout

• The state in which a person feels psychological exhaustion and decreased efficiency resulting from overwork and prolonged exposure to stress.

• A process of learning to recognize signs that you are becoming angry, and taking action to calm down and deal with the situation in a positive way

negative stress

• A type of stress that comes from a person worrying about things he or she has no power to change

• A state of being that is self-initiated and provides relief from physical and psychological efforts.

Personal digital assistant

• A mobile phone that combines the functionalities of a PDA and call phone with Internet connectivity capability

• An electronic hand-held device that assists a person in organizing a busy schedule.

Positive stress

• In teamwork, the combined effect of individual efforts is greater than their individual efforts alone.

• A type of stress that can be channeled into productive results that motivate and energize a person rather than making him or her anxious and frustrated

time management

• The state in which a person feels psychological exhaustion and decreased efficiency resulting from overwork and prolonged exposure to stress

• The conscious act of using time in the most effective way possible

procrastination

• The act of putting off completing an activity until a later time.

• A type of stress that comes from a person worrying about things he or she has no power to

Better Business Bureau (BBB)

• A style of conflict management that involves an entrenched, almost combative attitude based upon the unshakeable conviction that you are right.

• A recognized third-party complaint handling mechanism in the United States that has dedicated itself to playing a leadership role in the resolution of consumer-business disputes

customer relations policy

• A company policy that is the foundation for maintaining customer goodwill and that lays out the foundation for communicating with customers and for handling customer complaints.

• A conflict resolution strategy that commonly occurs when one party attempts to win at the expense of the other

first-call resolution (FCR)

• A style of conflict management where solutions are found that are mutually satisfactory to both parties

• The process in customer service of resolving customer calls to service reps on the first call or contact.

ping-ponging

• A document used by CSRs when conversing with customers that states consistent responses to common customer problems

• The process of a customer being passed from one employee or department to another while he or she is trying to resolve a problem or concern.