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LOMA ACS 101 Glossary questions well answered to pass
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LOMA ACS 101 Glossary questions well answered to pass
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LOMA ACS 101 Glossarywants - correct answer ✔✔The desires a person or organization has for more than is absolutely
necessary to improve an unsatisfactory condition.
warm transfer - correct answer ✔✔A telephone call transfer in which the employee states the name of
the caller and the nature of the inquiry before putting the call through, saving the customer from
repeating information.
web callback - correct answer ✔✔A website feature enabling customers to request additional support
via telephone by clicking on an icon, sending a request for a company representative to call the
customer.
WHAT skill - correct answer ✔✔A mindfulness skill involving observation without judgement, describing
an experience as it is, and fully participating in the present moment without self-consciousness or
hesitation.
who's-the-customer syndrome - correct answer ✔✔A condition arising when a company is uncertain
about whether the financial professional or the external customer is the actual customer.
workflow process - correct answer ✔✔A sequence of activities or tasks used to perform a specific
customer service function.
customer experience advocate - correct answer ✔✔Person enhancing customer experience and
promoting customer centricity.
customer experience management (CEM) - correct answer ✔✔Enterprise-wide strategy managing
interactions with customers.
customer-facing employee - correct answer ✔✔Company employee communicating with external
customers.
,customer interaction analytics - correct answer ✔✔Statistical techniques analyzing customer
interactions for insights.
customer journey - correct answer ✔✔All direct and indirect interactions of a customer with a company.
customer journey map - correct answer ✔✔Visual depiction of a customer persona's needs at each
touchpoint.
customer journey mapping - correct answer ✔✔Process of creating a visual representation of a
customer journey.
customer loyalty - correct answer ✔✔Customer's attachment or preference for a company's offerings.
customer relationship management (CRM) - correct answer ✔✔Initiative managing interactions with
current and potential customers.
customer retention - correct answer ✔✔Act of retaining the business of existing customers.
customer retention rate - correct answer ✔✔Ratio of business remaining with an insurer over a specific
time.
Customer Satisfaction Score (CSAT) - correct answer ✔✔Measure of customer satisfaction with services
received, expressed as a percentage.
customer satisfaction survey - correct answer ✔✔Survey to determine if products, prices, and services
meet customer expectations.
customer service - correct answer ✔✔Activities to keep customers satisfied and promote positive word-
of-mouth.
customer service mission statement - correct answer ✔✔Statement expressing a company's overall
customer service goals.
,customer service representative (CSR) - correct answer ✔✔Person providing support to customers face-
to-face or through communication media.
customer-centric culture - correct answer ✔✔Company culture valuing customer satisfaction in every
process and decision.
cybercriminal - correct answer ✔✔Individual attempting to gain access to customer data for financial
gain through fraud.
cybersecurity - correct answer ✔✔Measures to protect a company's computer networks, systems, and
data from unauthorized access.
data backup - correct answer ✔✔Copy of computer data usually stored in an offsite location.
decode - correct answer ✔✔The way a receiver translates words and symbols in a message into
meaningful ideas.
dedicated customer service representative - correct answer ✔✔Customer service provider assigned to
assist specific customers or groups.
defamation - correct answer ✔✔Civil wrong occurring when false statements damage another's
reputation.
demographics - correct answer ✔✔Measureable characteristics defining a given population.
denotative meaning - correct answer ✔✔Direct, literal meaning of a word found in the dictionary.
direct distribution system - correct answer ✔✔Distribution system where the manufacturer
communicates directly with the customer.
distressor - correct answer ✔✔Activity, event, or occurrence causing intense or long-term stress.
, DMAIC - correct answer ✔✔Five-step control cycle for process improvement: Define, Measure, Analyze,
Improve, Control.
document management system (DMS) - correct answer ✔✔System centralizing and organizing
document storage, controlling access, and ensuring compliance.
effective process - correct answer ✔✔Process achieving appropriate objectives.
efficient process - correct answer ✔✔Process achieving objectives with minimal waste, errors, or delays.
emblem - correct answer ✔✔Gesture taking the place of a word, such as stop, go, yes, no, or hello.
emotional intelligence - correct answer ✔✔Ability to manage one's own emotions and the emotions of
others.
emotion-focused coping style - correct answer ✔✔Approach to handling stress by improving coping
abilities.
empathy - correct answer ✔✔Ability to understand another person's emotional state and imagine
oneself in a similar situation.
encode - correct answer ✔✔The way a sender translates ideas into words or symbols in a message.
encryption - correct answer ✔✔Technology encoding data for secure transmission and storage.
error rate - correct answer ✔✔Percentage of transactions resulting in errors.
escalate - correct answer ✔✔To refer a request to someone with more authority, such as a supervisor.
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