2025-2026 Competitive Events Guidelines FBLA: Customer Service (High School)

These flashcards cover essential vocabulary and key concepts related to the customer service guidelines for FBLA.

Customer Relations

The practice of building and maintaining positive interactions with customers.

Customer Service Mindset

An attitude that prioritizes understanding and meeting customer needs.

Rapport

A harmonious relationship characterized by mutual understanding and empathy.

Service Orientation

An approach focused on providing quality service to customers.

Cultural Differences

Variations in cultural norms and practices that influence communication and interactions.

Emotional Intelligence

The ability to understand and manage one's own emotions and the emotions of others.

Conflict Resolution Skills

Techniques for resolving disagreements and finding mutually acceptable solutions.

Brand Promise

The commitment made by a company to its customers about the value they will receive.

Positive Customer Experiences

Interactions that meet or exceed customer expectations, leading to satisfaction.

Customer Relationship Management (CRM)

Strategies and technologies used to manage and analyze customer interactions and data throughout the customer lifecycle.

Sales Processes

The series of steps taken to sell products or services to customers.