Matching Pairs Customer Service VocabularyOnline version Part A. Customer Service Vocabulary by Izzete Encarnacion 1 Agent 2 Business Hours 3 Feedback 4 Downtime 5 Channels 6 Customer experience 7 Bug 8 Frequently Asked Questions (FAQs) 9 Customer Effort 10 Brand A compilation of the questions customers or prospects ask about your company, products, or service, with the answers to the questions. A problem with your product that requires the help of your software engineer team or developers to fix. The sum of feelings, beliefs, and expectations a customer develops about your brand thanks to all his or her interactions with your company. Something that a customer gives regarding their opinion about your product, service, or how your brand can improve. 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. All the possible ways your customers can reach your support team, for example phone, email, social media, live chat, etc. The dates and times when your customers can reach your customer support team. 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 Refers to a time period when a product is unable to be used because of a problem or ongoing maintenance.
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