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LOMA ACS 100 Module 1 to 5 Exam Study
Guide.
360-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
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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
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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
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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
click-to-call - answer✔A communication mechanism that enables website visitors to initi- ate a
conversation with a company representative by clicking on an icon, which then automatically
places a call, using Voice over Internet Protocol, to a com- pany representative. Also known as
click-to-talk
click-to-talk - answer✔See click-to-call
closed question - answer✔A specific inquiry that can usually be answered with "yes," "no," or a
short factual statement
