Tally Remote Customer Service Notes - Vocabulary Flashcards

Vocabulary flashcards derived from notes about responsibilities and accomplishments of a remote customer service representative.

Zendesk

A cloud-based customer service platform used to manage support tickets and multi-channel communications (phone, email, live chat).

Salesforce

A CRM platform used to access and document customer interactions, supporting continuity across tickets.

CRM (Customer Relationship Management)

A system for tracking and managing customer information and interactions.

First Call Resolution (FCR)

The percentage of issues resolved on the first contact without the need for follow-up.

CSAT (Customer Satisfaction)

A metric evaluating customer satisfaction after a service interaction.

Real-time support

Immediate assistance provided via phone, email, or chat while the customer is engaged.

De-escalation

Techniques to reduce tension and calm a heated customer interaction.

Empathy

The ability to understand and share the feelings of the customer to improve service.

Help Center

A self-service knowledge base with articles and FAQs that help users solve issues.

FAQs

Frequently Asked Questions; a collection of common questions and answers.

350+ interactions per week

A high-volume workload indicating the agent handles 350 or more customer interactions weekly.

Billing questions

Inquiries about charges, subscriptions, payments, or refunds.