| A | B |
|---|
| Customer focused environment | all aspects of the service organization revolve around the customer |
| External customers | People outside the organization who purchase or lease products and services; includes vendors, suppliers, people on the phone and others not from the organization |
| Internal customers | People within the organization who either require support and service or provide information, products, and services to service providers; includes peers, co-workers, bosses, etc. |
| Deliverables | Products or services provided by an organization |
| Insourcing | Occurs when organizations decide to have its own employees assume functions and perform work instead of contracting out to third parties |
| Empowerment | Delegation of authority to an employee to make decisions without consulting management |
| Focus groups | Developing ideas on topics related to customer service and organizational issues that may or may not be implemented |
| Service recovery | The process of correcting something that has gone wrong involving the sale of a product to a client |
| Interpersonal communication | Process which people exchange information, feelings, and meaning through verbal and non verbal messages; face to face |
| Attending | The phase of the listening process in which a listener focuses on a specific sound of message being received from the environment |
| Task focused individual | Both rational and inquisitive |
| Stereotype | A generalization about an individual or group that is not based on reality |
| Inflection | The way someone views an item, situation, or others |
| Diversity | Refers to the characteristics, values, beliefs, and factors that make people different, yet similar |
