Every employee who deals with customers and clients needs to understand how to provide excellent customer service, whether their job title suggests it or not.
Even if you’re not responsible for dealing with problems directly, it’s still important to focus on giving customers the best experience possible and helping your team do the same.
In order to provide excellent customer service, it is important to have a good mindset and a positive attitude. In addition, it is helpful to learn the lingo. The following are some key terms to know.
1. Agents
These individuals are responsible for interacting directly with customers. This can be done in person, over the phone, by email, or by chat.
The goal of their job is to figure out what the problem is and find a way to fix it for the customer.
2. Agent Empowerment
Do agents have what they need to do their job properly? This includes training, tools, support, and feedback. When agents feel successful, they feel empowered.
The result of this is that they are more engaged with their role and have better morale in the workplace.
3. Agent Lifecycle
This refers to all interactions an employee has with a company from the time they are recruited until they are terminated. This includes everything from onboarding and training to feedback and reviews.
4. Application Program Interface (API)
API stands for “Application Programming Interface.” This term covers the way in which two software programs communicate with each other. This is how applications are built and personalized.
5. Average Handle Time
What is the average time it takes for your support team to resolve a ticket?
6. Average Reply Time
What is the average amount of time it takes for your agents to respond to a customer? This takes into account all communications, not just the first contact.
7. B2B Customer Experience
Every interaction your customer has with your brand.
8. Backlog
The help desk becomes overwhelmed when customer requests are not dealt with immediately and they become a backlog.
9. Benchmarking
Employees and managers can compare their performance against the goals or standards of the organization through benchmarking. This way, they can identify which aspects of their performance deserve a reward, and which areas need improvement.
10. Big Data
Companies use big data to learn about their customers and make recommendations.Developing new products is also based on this information.
11. Brand
What a customer or potential customer thinks about when they hear your company’s name.
12. Brand Experience
Your company’s customer experience is how your customers interact with your brand, through your products and services or when speaking to customer service. Creating a positive customer experience is key to developing a strong, loyal customer base.
13. Bug
You have found a bug in your software and you need to send it to your developers to fix it.
14. Business Hours
This refers to the times your business is open and when your customers can reach support agents.
15. Business Rules
There are many business functions that can be automated using business rules. Business rules can help manage email marketing, for example.
In addition to marketing, business rules can also be used for customer service, such as routing calls, dealing with calls, and resolving issues.
16. Call Center
These call centers take customer service calls for a variety of companies and may be located in one building.
17. Canned Response
The questions that are most frequently asked by customers are often answered with responses that have been predetermined and set in advance. This is beneficial for service representatives because it saves them time and allows them to focus on issues that have a more significant impact on customers.
18. Change Management
Change management is a process by which businesses or organizations implement change.
19. Channels
The various ways a customer or potential customer can communicate with your team, e.g. by phone, chat, email, social media, etc.
20. Churn
If an organization has poor customer service, it will probably lose a lot of customers.
The number of existing customers is essential as it generally costs seven times more to acquire a new customer than to retain an existing one.
21. Coaching
It is essential to provide ongoing support and feedback for your customer service agents to ensure a successful team. This can be done through one-on-one meetings, listening to phone calls, giving feedback, and other methods.
22. Cross-Selling
Not all customer service agents are responsible for selling products or services to customers. In many cases, companies will give customer service agents the responsibility of selling products or services to existing customers in response to a pain point the customer has expressed.
23. Customer Charter
This document establishes the standards that customers can expect from an organization in terms of service.
24. Customer-Centric
This term means that all members of the organization, from the leadership team to the entry-level employees, share the same commitment to excellent customer service. When a company’s priority is providing the best possible customer service, its culture is “customer-centric.”
This term means that everyone in the organization, from the leadership team to entry-level employees, is equally committed to excellent customer service.
25. Customer Effort
The happier your customers will be, the less work they’ll have to do to resolve a problem.
26. Customer Experience
Do your customers leave your brand feeling content and looking forward to future interactions, or do they leave feeling irritated and unlikely to return?
Improving the customer experience demands a hyper-personalized approach and a better understanding of how your customers interact with your brand. The customer experience is how your customers feel about your brand.
It can be won or lost in a single interaction. To improve the customer experience, you need to take a hyper-personalized approach and have a better understanding of how your customers interact with your brand.
27. Customer Lifetime Value (CLTV)
A single customer will bring in a certain amount of money during their lifetime. This key metric can be improved by having an excellent product and providing delightful customer service that has customers returning.
This means that agents can offer additional products or services to customers that they may be interested in, which can result in increased revenue for the company.
28. Customer Satisfaction Score (CSAT)
What customers think of a specific interaction with your company is an important metric to understand.
29. Customer Service
The service that your company provides to its customers including troubleshooting, training, information, and advice.
30. Downtime
This is the time a product or service is unavailable because of company issues or maintenance.
31. Empathy
When a customer service agent demonstrates empathy, it makes the customer feel heard and understood. This, in turn, increases satisfaction with the interaction and the brand.
32. Customer Key Performance Indicator (Customer KPI)
Customer survey metrics are a valuable way to gauge a company’s success in achieving key business goals regarding customer experiences. By surveying customers, businesses can get a better understanding of what areas they need to improve in order to create a better overall experience.
33. Customer Experience Management (CXM)
Everything a company does to motivate customers to make a positive choice to buy, re-buy, subscribe, or renew. The CXM includes products, people, processes, location, communication, and competition.
34. Customer Journey
Your customer’s journey is the path they take from the moment they have a need to the moment that need is fulfilled. Your company can manage the customer experience at all points of interaction along this journey.
35. Customer Journey Map
This is a map of the customer journey, depicting the steps the customer takes from recognizing a need to after the need is fulfilled. The map shows the stages, actions, and emotions experienced during the journey.
This text provides an understanding of what customers are struggling with, what they are doing to try to improve their experience, what their concerns are, and other valuable insights.
36. Expectation Gap
The discrepancy between a company’s advertised deals via branding and marketing and the customers’ actual perceptions of what they received.
A company should be aware of their customers’ expectations when they share their value proposition, so they don’t end up making promises they can’t keep.
A company’s website might say that their product is the best on the market, but it might not actually be the best. This is called an expectation gap.
37. Employee Experience
The employee experience is everything that the employee perceives, feels, and remembers. It is related to their social reality, personal goals, and professional goals. A positive employee experience is key to creating a customer-centric organization.
38. Patient Experience
The term “patient experience” refers to an individual’s entire experience with the healthcare system, from the actual treatment they receive to the smaller details like comfort, billing, insurance, patient feedback, online interaction, and scheduling appointments.
39. User Experience (UX)
An interaction is any contact that a user has with a provider. This term is most commonly used when referring to software applications, but can apply to any product or service.
A good experience for users is defined by seamless, effortless interactions and intuitive design. Be careful not to confuse UX concepts with CX concepts.
Apple’s UX is highly regarded for its intuitiveness for new users, quick adjustability, and its ability to integrate features and apps across multiple devices.
40. Chief Experience Officer (CXO)
A position in which an individual is in charge of both creating and observing customers’ experiences with a company from start to finish.
Typically, the position of chief financial officer reports to the chief executive officer in an organization. However, this may differ between organizations.
An executive who is responsible for the company’s relationships with its customers. This person is in charge of customer retention and satisfaction. Sometimes, this position is interchangeably with the Chief Customer Officer (CCO) or shares similar responsibilities with the Chief Marketing Officer (CMO).
41. Customer Lifecycle
This refers to every stage of a customer’s journey with a company or product, from beginning to end.
The customer journey covers the entire process a customer goes through when interacting with a company, from their initial interest in the company’s products or services to becoming a paying customer.
The company can target specific offers and interactions to customers depending on what stage of the cycle they are in.
1) Acquisition, 2) Conversion, 3) Retention, 4) Reactivation and 5) Advocacy There are five main steps to success in the customer lifecycle. They are: 1) Acquisition, 2) Conversion, 3) Retention, 4) Reactivation and 5) Advocacy.
- Acquisition: Conversion of segmented leads into customers;?
- Activation: Activation occurs when the user experiences the product/service and has his first experience as a customer, at which point he begins to see the value that was offered;?
- Retention: Tactics to keep the customer base engaged, through Customer Success processes;?
- Referral (Recommendation): Moment when the customer perceives the value of the product/service and recommends it to others;?
- Revenue: Conversion of customer base into financial return.?
42. Customer Success (CS)
The department that manages the customer relationship within a company.
Customer Success is responsible for maintaining and executing the customer-supplier relationship to ensure customers are successful when using its products and services.
The concept of success is directly linked to how well your product or service delivers value to your customer.
43. Customer Success Management (CSM)
The profession of marketing integrates sales, professional services, training and support functions and activities.
Most businesses that have a recurring revenue model in the B2B segment have a CSM that actively manages the success of individual customers.
This role is responsible for improving their business, reducing the amount of customers that leave, making money, and making it more likely that customers will continue to pay regularly.
44. Customer Relationship Management (CRM)
This software helps business owners manage customer relationships through an automated system.
This allows you to see all customer communication in one place, making it easier to track and respond to customer issues.
45. Customer Survey
A questionnaire that companies use to poll customers and get organized feedback is at risk of being invalidated by preconceived, unconscious biases that originate from the company’s particular point of view.
It is usually best to have a third party develop and administer surveys to avoid biasing the results.
46. Customer-Based Corporate Valuation (CBCV)
This process values a company by predicting future customer behavior and trends, utilizing customer data as well as more traditional financial information.
47. Voice of Customer (VoC)
Any feedback from customers that can be used to determine what they expect, prefer, or dislike.
48. Perceived Value
What a customer thinks about a product or service – whether positive or negative – can be influenced by how that customer compares it to similar products or services. This can be done in a subjective or objective way.
The value of something is relative to what else is available.
The value of a product may be different for someone who has never experienced a similar product.
49. Worth It Conclusion
The most powerful conclusion customers come to before making most of their decisions is “yes, it’s worth it.”
The most “worth it” alternative is the one that the customer is willing to pay the perceived costs for, in order to get the expected emotional and rational benefits.
It is more important for a business to know if it is the best option for its customers than to know how satisfied those customers are or if they would recommend the business to others.
50. Worthix (or Worth Index)
The “Worth It” metric measures how much value a product or experience brings to a customer. It takes into account the five key decision drivers (price, social proof, quality, relationship, brand identification) and determines how each experience affects the customer’s decision-making.
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