Relier Pairs Customer Service VocabularyVersion en ligne Part A. Customer Service Vocabulary par Izzete Encarnacion 1 Bug 2 Brand 3 Frequently Asked Questions (FAQs) 4 Customer Effort 5 Feedback 6 Channels 7 Business Hours 8 Agent 9 Customer experience 10 Downtime Something that a customer gives regarding their opinion about your product, service, or how your brand can improve. The sum of feelings, beliefs, and expectations a customer develops about your brand thanks to all his or her interactions with your company. All the possible ways your customers can reach your support team, for example phone, email, social media, live chat, etc. Customer service representatives (also called CSRs) who handle direct interactions with customers. They troubleshoot problems from within your call or contact center, finding solutions and helping customers move forward. The dates and times when your customers can reach your customer support team. A problem with your product that requires the help of your software engineer team or developers to fix. A compilation of the questions customers or prospects ask about your company, products, or service, with the answers to the questions. Refers to a time period when a product is unable to be used because of a problem or ongoing maintenance. Everything your customers or the general public thinks or knows when they hear your company name. The amount of work your customer has to do themselves to resolve an issue. Generally best kept at a low as possible level
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