| A | B |
|---|
| Team | A group of people working as one |
| Incident | Request to repair something that stopped working. |
| Service Request | Request for something not related to a technology issue |
| Abandon Before Answer | The percentage of customer that terminate a call before the call is answered |
| Quality Assurance | A systematic way of ensuring that all activities satisfy the requirements of customers |
| Knowledge Article | a FINDABLE, REUSEABLE, STRUCUTRED piece of information in knowledge centered support |
| Unconscious Competence | When a customer neither understand or knows how to do something, nor recognizes the specific areas of their deficiency |
| Customer Differntiating | Meeting your customer's psychological needs |
| Drive-by Incident | When you are at a physical location for a customer and another customer stops you in the hall to ask for assistance. |
| Key Performance Indicator | A metric that determines achievement of organizational goals |
| Performance Indicator | A type of metric used in supprot that focuses on performance or efficiency |
| Stress | A reaction to change that has a positive or negative impact |
| Paraphrsing | Using your own words to confirm your understand of what the customer has said |
