Customer Service & Support Lexicon

A customer support agent forwarding a tough case to a manager is:

Which term refers to the measure of how well a company meets customer expectations?

A formal agreement defining service expectations is known as:

To solve a customer's problem is to:

A system used to manage customer queries and support tickets is called a:

Referring unresolved issues to higher authority is to:

The process of gathering and acting on customer opinions is known as the:

A well-run support center aims to improve:

When agents manage unhappy customers' concerns, they:

Failing to meet agreed response times breaches the:

Assigning a unique number to each service request is part of a:

Which term completes this sentence: The ______ helped us improve by analyzing survey results.

A process that defines how fast support must respond is called:

Dealing calmly with a frustrated customer is an example of:

To solve issues that basic support can’t handle, agents must:

Which phrase best describes making customers feel heard and happy?

Recording and tracking all incoming queries is the function of a:

A continuous improvement cycle driven by user input is a:

Meeting expectations set in a service contract supports:

To solve an issue quickly and efficiently is to: