| A | B |
|---|
| Call Center | Location where groups of people use telephones to provide service and support to customers |
| Customer Service | Making sure customers are satisfied and will continue to buy the products and services of a company |
| Customer Service Representative | Employee trained in different areas of customer service |
| Pro-active Role | Anticipating a customer's future wants or needs |
| Re-active Role | Reacting to situations and resolving problems in a way that satisfies the customer |
| Amenities | Goods or services that add comfort or enjoyment |
| Buyer's Market | Goods are plentiful and buyer's have many choices of where to purchase items |
| IVR-Interactive Voice Response System | Automated system that leads callers through directions without talking to an actual person |
