Exam (elaborations)
LOMA ACS 100 Module 1 to 5 Questions with solutions 2024
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LOMA ACS 100 Module 1 to 5
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LOMA ACS 100 Module 1 to 5360-degree feedback - answer A performance evaluation method that solicits feedback about an employee's performance from many sources, including the employee's superiors and peers, any people the employee supervises, and the internal and external customers the employee serves
abandonment rate - answer A performance measure that indicates the percentage of
inbound telephone calls that are automatically placed on hold and then termi- nated by the caller before the call is answered by a service provider
accepted standard - answer A performance standard that employees understand and believe to be meaningful, valid, and realistic
account manager - answer See dedicated customer service representative
active listening - answer The process of concentrating entirely on a speaker's verbal and nonverbal communication
ad hoc committee - answer See problem-solving team
adaptor - answer An unconscious body movement that releases some form of tension or emotion
adult ego state - answer A behavior pattern in which a person objectively analyzes data and makes decisions based on this analysis
advisory panel - answer A standing group that meets on a regular basis to provide a com- pany with qualitative information about the company's services and to suggest ways to improve those services
advocates - answer People who are so convinced of a company's merit that they share their strong feelings with family, friends, and acquaintances
affect display - answer A facial expression that people use to show emotion
aggressive behavior - answer A behavior pattern that occurs when a person lashes out at others with little regard for their feelings
ANI - answer See automatic number identification app - answer See mobile applications
assertive behavior - answer A behavior pattern that occurs when a person states his posi- tions clearly and firmly, but in a constructive rather than destructive manner
asset and wealth accumulation - answer The gathering of a substantial amount of money over time
associate - answer See internal customer
association - answer The reputation of an employee's company and the employee's rela- tionship with the company
assurance - answer A service dimension that refers to the competence and credibility of service providers, their ability to convey trust and confidence, and the courtesy and respect they show to customers
attribution - answer The perceptual process of assigning reasons for a person's behavior in order to explain his actions
attributional bias - answer A perceptual error that occurs when we assign generalized, poorly thought-out reasons for the behavior of others
auto-greeting - answer A telephone technology used to record someone's "best" greeting and then automatically play that greeting each time a call arrives
automated workflow distribution (AWD) - answer See automated workflow system
automatic call distributor (ACD) - answer A device that, at the most basic level, answers telephone calls and directs them to the appropriate employee or work group
automatic number identification (ANI) - answer A technology that identifies an inbound telephone call by the caller's telephone number or some other type of personal identifier
auto-signature - answer An e-mail program option that automatically includes the user's complimentary close at the end of each e-mail message the user sends
average handling time - answer See timeliness
average speed of answer - answer A performance measure that indicates the average time (in seconds) to answer a telephone call or, depending on the context, the average amount of time (in seconds or minutes) that telephone callers are on hold before being connected with a service provider avoidance - answer A conflict management approach that entails physically or psychologi- cally removing oneself from a conflict situation
behavioral performance measurement - answer See qualitative performance measurement
behavioral tendencies test - answer A type of preemployment screening test that attempts to discover the candidate's typical job behaviors, such as whether the person is a team player, is honest, follows rules and procedures, and remains calm under pressure. Also known as a personality test
benchmark - answer A performance standard, often based on standards achieved by
lead- ing companies, that represents a company's goals for performance
benchmarking - answer The process of comparing actual performance results with bench- marks; it encourages continuous improvement by enabling a company to deter- mine how well it is performing in relation to a standard it aspires to achieve
benevolent autocratic system - answer A type of management system in which authority and decision making are centralized with managers, especially senior execu- tives, and the relationship between management and the workforce is fairly cordial
best practice - answer A business practice that represents the ultimate criterion for performing a specific type of process
blind transfer - answer A telephone call transfer in which one employee transfers a call to another employee without introducing the caller or explaining the nature of the call . Also known as a cold transfer
body language - answer " The way people use their bodies to communicate , Also known as
kinesics. - answer " - answer body of a letter - answer The part of a business letter that follows the opening and provides the information that accomplishes the letter's purpose
bonus - answer A lump-sum amount awarded to an employee to recognize outstanding achievement by either the employee or a work group
browser - answer A software program that allows a user to navigate the Internet
business etiquette - answer The rules that govern appropriate behavior in business situa- tions business partner - answer In the context of customers, an organization that helps a com- pany develop, distribute, or service its products
business system - answer A set of processes and other elements designed to work together to meet a company's performance requirements
business-to-business (B2B) customer - answer See organizational customer
call center - answer In customer service, an organizational unit that receives and/or places telephone calls to customers
call center representative - answer See customer service representative
calls answered on time - answer A performance measure that indicates the percentage of inbound customer telephone calls answered within a specified time frame
career path - answer An outline of the types of advancement available to an employee within a particular department and within the company that provides a logical progression through positions that offer increasing responsibility and pay
cash management - answer The process of using readily available funds for everyday liv- ing expenses, as well as for short-term savings and investments purposes
CBT - answer See computer-based training
change sequence - answer A series of activities that typically occurs in successful orga- nizational transformation; it consists of (1) recognizing the need for change, (2) assessing the organization's readiness for change, (3) identifying appropriate changes and the methods for implementing the changes, and (4) implementing the changes
channel - answer In the communication process, the medium used to transmit or deliver a message . Also known as a communication channel
character - answer A person's integrity and principles
child ego state - answer A behavior pattern in which a person responds to others in the helpless, complaining tone of an unhappy child
chronemics - answer The nonverbal messages conveyed by the way people use time
classroom training - answer A training method in which an instructor typically lectures to the group, leads the group in discussion, or directs the group as they do vari-
ous exercises, such as role-playing
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