| A | B |
|---|
| Centralized offices that answer incoming calls from customers via a phone, e-mail, website, or fax and make outgoing contacts with customers | Call Centers |
| A person who receives the services or products that are offered by an organization | Customer |
| Ability of an organization to constantly and consistently give customers what they want and need | Customer Service |
| Equal Employment Opportunity Commission | EEOC |
| Individuals who have a strong desire to make a difference in the worked; people who influence others to achieve group and/or organizational goals | Leaders |
| A statement that addresses what an organization does | Mission |
| The act of selling, soliciting, or promoting a product or service over the telephone | Telemarketing |
| Principles that guide a person's life, such as honesty, fairness | Values |
| Statement that addresses what the organization wants to become | Vision |
| American Automobile Association | AAA |
| Level between first class and economy/coach class | Business-Class Accommodations |
| The least expensive of the three classes of flight, usually with fewer flight attendants and the seats are less comfortable | Economy/Coach-Class Accommodations |
| Ticket provided online by most airlines | E-ticket |
| Banknotes that have replaced the old European currencies in 12 countries (at the time of the writing of this textbook) | Euro |
| Federal Aviation Administration | FAA |
| Federal Communications Commission | FCC |
| Most expensive of the three classes of flight and the most luxurious | First-Class Accommodations |
| Incentive program with a variety of awards after the accumulation of mileage points | Frequent Flyer |
| Gives necessary info. for a trip; e.g., flight #s, arrival & departure times, hotel reservations, car rental, & appointments | Itinerary |
| The feeling of exhaustion following a flight through several time zones | Jet Lag |
| Official government document certifying the identity & citizenship of an individual granting the person permission to travel abroad | Passport |
| Ability to maintain a pleasant outlook even when negative situation occur | Positive Attitude |
| Planes that fly to specific part of the country | Regional Jets |
| Document granted by a government abroad that permits a traveler to enter & travel within a particular country | Visa |
