Would you like to read while you wait? Found inside – Page 1Acronym Meaning AAI ACA ACG ACH AFDC AGI AI ANN APA APC ATB ATI ATS AY B.A. BBAY BIA BPOS B.S. BSC CAI CB CBT ... Public Accountant Central Processing System Customer Service Center Appendix A - Acronyms Acronym Meaning DCL DCS DHS DL ... Customer experience management (CEM) is the practice of designing and reacting to customer interactions to meet or exceed their expectations, leading to greater customer satisfaction, loyalty and advocacy. For example, voice data streams are often prioritized in call centers in order to provide callers and agents with a crystal clear connection. By no means a scientific . Found insidecomponents of customer service as well, such as telephone and Internet interactions. A mystery guest might phone ... List the word for each letter of your acronym and explain how it relates to outstanding customer service. (LO 2.4-1) 4. Escort people where they need to go rather than pointing or giving directions. It’s okay to say, ‘I can see why that would be very frustrating’, or even ‘I would feel angry too’. Found inside – Page 51(Postpaid service only; the acronym is MIN for minutes.) *3282#: Check your data usage. (Postpaid service only; the acronym is DATA.) *729: Make a payment. (The acronym is PAY.) 611: Connect to customer service. U - Understand customer needs. We have listed the most commonly used acronyms for Customer Service Professionals in contact centers, customer service departments or any customer-focused company. MISSION: The Cleveland Metropolitan School District's COMMUNICATE with H.E.A.R.T. In your store, or on the phone, is a customer . SERVICE. Remember they are looking for action. Business Continuity Planning (BCP) is planning for all possible scenarios to ensure your call center can continue in the midst of an unexpected issue or event. 90 other terms for customer service- words and phrases with similar meaning. ", "The test takes about 30 minutes. Found insideNo one likes to be second class citizens when it comes to customer service but not everyone is willing to pay what ... discounts = final service contract Some companies offer Invisible Customer Service Models (98f) (no acronym here) ... 9. Workforce Optimization (WFO) is used by call centers to improve workforce management. ® service standard helps align our mission . Automatic Call Distributor (ACD) is a telephony software system that answers incoming calls and routes them to a specific agent or department within a company. I often take notes – especially if they bring up an ‘actionable item’ or something I can identify as “needs fixing”. Click to share on Facebook (Opens in new window), Click to share on Twitter (Opens in new window), Click to share on LinkedIn (Opens in new window). A Virtual Private Network (VPN) extends a private network across a public network and allows users to send and receive data across shared or public networks as if their computing devices were directly connected to the private network. 1. But once you're inside the book, you'll discover they have attached a different and more meaty meaning to the same acronym. Return on Investment (ROI) is a performance measurement used to evaluate the amount of return on a particular investment relative to the investment’s cost. Each of these underscores one of the values we will explore. This is an acronym that I just developed (this week) for the four key things that companies need to design into their customer service interactions: Accountability (take responsibility for fixing the problem) Communication (clearly communicate the process and set expectations) Empathy (acknowledge the impact that the situation has on the . A local area network (LAN) is a computer network that interconnects computers within a limited area such as a residence, school, laboratory, university campus or office building. Customer Service is Key. Looking for the shorthand of Customer Service?This page is about the various possible meanings of the acronym, abbreviation, shorthand or slang term: Customer Service. The most important, yet basic, customer service skill to train your staff is to SMILE at your customers. Off Phone Activity (OPA) is any task, responsibility, or activity completed by a call center agent that does not involve being on the phone or handling communication from customers. Dealing with the Customer from Hell introduces realistic, practical and compelling strategies for working with those 'very special people' who drive everyone mad. Semiconductor Microcavity Light Emitter. It lists, in order, what to do. They helped me with my essays so I had the time to study for exams. Found inside – Page 22The word service is also thought of as an acronym, meaning solutions, empowerment, reach, value added, intimacy, creative intuition, and empathy. Conclusion Nothing in life works better than customer service. The most important business ... Below is a list of the most common call center acronyms along with their definition. About. You can read the post here. On-the Job Training (OJT) is training that teaches a paid employee the knowledge and skills necessary to perform the job and is provided while they are engaged in productive work. Computer Telephony Integration (CTI) is used by call centers handling a large number of incoming calls. Wide Area Network (WAN) is a telecommunications network that extends over a large geographic area for the primary purpose of computer networking. In the contact center environment, they are often used to provide agents with information from several different databases in one application. Hear: Let the customer tell their entire story without interruption. Sometimes it’s a process and sometimes it has nothing to do with the direct complaint the client might have. It can be used to help customer service reps navigate customer concerns. Tips of 20% or more on every table? So what are you going to do about it? This is the book you must have to earn more tips, bigger tips, tips that will change your life Don't you want that? Total Cost of Ownership (TCO) includes the purchase price of a particular system, software, hardware, asset, plus operating costs over the asset’s lifespan. I'm confident you will have a great experience. They were kind enough to take the time to share something that likely needs fixing or improving. Request for Proposal (RFP) is a document that requests vendors to propose solutions to a customer’s problems or business requirements. If it feels like customers and agents are speaking a foreign language when they drop their fancy terms and acronyms, use the infographic below to decode. Instead, the idea reaches out to every experience a visitor, lead, prospect, or customer has with your business. Make time to help. For more call centre terms, have a look at Contact Centre Jargon and Terminologies. It’s their turn to talk, vent, share their experience, describe the problem, and perhaps teach you a thing or two about your product, service, or customer experience journey. B.L.A.S.T. The customer service recovery technique Disney teaches is a simple acronym: HEARD. Found inside – Page 160In 2013 , RS established the Compassion , Accuracy , Responsiveness and Empowerment ( CARE ) Team to oversee and implement internal human capital improvements and external customer service initiatives . The acronym CARE was developed ... antonyms. Automatic Speech Recognition (ASR) is technology that allows human beings to use their voices to speak with a computer interface in a conversational way. As customer service shifts to focus more on support and experience, the terminology changes and it is important that you stay up to date on all the newest lingo. G - Greet the customer. If this post made you realize you are missing out on some key call center software features or functionality, click the button below for a live demo of the world’s leading cloud-based call center software solution. Introduce yourself to others politely. A fine mnemonic for customer service and other problem-solving communications. Intelligent Network Service (INS) helps to distribute calls to multiple destinations present in a virtual call center network. Full Time Equivalent (FTE) is equal to the number of total scheduled person hours divided by the number of hours per week which constitute a full-time person. Private Automatic Branch Exchange (PABX) is a call center solution that allows companies to use a single access number that has several extensions. It’s amazing what you can learn if you listen – as the famous saying goes, ‘We have two ears and one mouth so that we can listen twice as much as we speak. Throughout my career as a customer service representative, I've attended workshops and meetings where I've been given several tips and tools on providing outstanding customer service. Tags. Perhaps it’s a promise of an email or a follow-up phone call. Bean 8. It stands for: H: HearE: EmpathizeA: ApologizeR: RespondT: Thank. . For example, FTE may consist of several part-time individuals whose combined work hours in a week equal the full-time person. Now keep in mind that you might not be able to “fix” or “reverse” whatever has happened, but you can (and should) commit to something. Enterprise resource planning (ERP) is the integrated management of call center business processes, often in real time and mediated by software and technology. © 2021, Hospital rehabilitation and physical therapy, Help me find urgent care centers in my network, City of San Diego health & wellness workshops, Sharp Mary Birch Hospital for Women & Newborns, AIDET: Five Steps to Achieving Satisfaction, "Good morning/afternoon, Ms. Jones. Found inside – Page 73The iPhone implements a large subset of the standard GSM service codes as well as a number of carrier-specific ones. ... (Postpaid service only; the acronym is BAL for balance.) ... (The acronym is PAY.) 611: Connect to customer service. thesaurus. Reduce Costs - It costs us 6-7 times more to get a new customer than to keep our existing. Customer Service Representative (CSR) is anyone who interacts with customers. For example, CUST = Customer would make an ideal shorthand replacement as you have reduced the length of the word. During her tenure, she has built Talkdesk's Marketing, Talent and HR functions from the ground up. Hearing the customer out, makes a tremendous . This definition appears frequently and is found in the following Acronym Finder categories: Slang/chat, popular culture. : Listen. TAPI – Telephony Applications Programming Interface. If possible, please provide the current procedure terminology (CPT) code, which can be found on the order from your doctor. One strategy that really stuck with me over the years, particularly when I'm facing a tough situation, is the H.E.A.T. We have an excellent team of radiology technicians who use state-of-the-art equipment. Business Process Outsourcing (BPO) is outsourcing some aspect of your business’s operations to a third-party vendor or service provider. Workforce Management (WFM) is a combination of processes that maximizes performance levels and competency for an organization.It includes all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling and analytics. Found inside – Page x13506 WASHINGTON , DC POSTAGE WILL BE PAID BY THE BUREAU OF TRANSPORTATION STATISTICS CUSTOMER SERVICE MANAGER ATTN : KATHLEEN BRADLEY Room 3430 BUREAU OF TRANSPORTATION STATISTICS 400 7th Street , SW Washington , DC 20590 ... Sometimes just doing this will diffuse the situation. Make words work. Result: "The client not only continued to order from us but posted a positive customer service tweet." Used at its best, the Star structure is invisible to the listener and it simply comes . If you are tedious, friendly, meticulous, and able to determine right from wrong instinctually, this is an ideal place to work. In today's post, I compiled my list of the top 10 customer service acronyms to use every day. Advise others what you are doing, how procedures work and whom to contact if they need assistance. Parts of speech. G.R.E.A.T. Public Switched Telephone Network (PSTN) is inclusive of the world’s circuit-switched telephone networks that are operated by national, regional, or local telephony operators. It allows the person receiving the call to see the caller’s number. Certain goals are defined and the service level gives the percentage to which those goals should be achieved. It's a simple gesture that radiates outwards into every aspect of a business, from the CEO down to employees and stays with customers long after they finish shopping. Service Level Agreement (SLA) is the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved. Found inside – Page 140exercise makes them second nature, and reminds staff that our job is to make our patrons feel good about the service they are receiving at our desks. Another way of thinking about this, as Chris and Ann suggested, is the acronym OAR, ... Found inside – Page 157... and what expectations the Agency has of itself and its coworkers . The group decided that the best way to provide great customer service is to show OPM CAREs . The group used the acronym CARE to communicate four key values that ... Created by Studer Group as a foundational tactic for effective patient communication, AIDET is used by nurses, physicians, technicians, EVS, food service, administrators, and all staff involved in patient and family encounters at the bedside and across the continuum of care. SMILE. Keep in touch to ease waiting times. Thank people for their patronage, help or assistance. resource. The words we choose to use, when speaking, have an enormous influence on a listener's experience of the interaction. ® is a simple communication tool that will inspire a service-minded culture. Found inside – Page 300... the IT service . service provider ( Service Strategy ) An organization supplying services to one or more internal customers or external customers . Service provider is often used as an abbreviation for IT service provider . service ... – Epictetus. After working here 6 months and signing on for 9:30-5:30 shifts I work shifts from 9am or 10am and even as late as 3:30pm to 1pm or 3pm and as late as 7:30 pm each week without fail. With Customer Service, CARES Beats ACES Bruce Temkin, April 17, 2008 In a recent post, I introduced "ACES" an an acronym for the elements of great customer service (and, by the way, customer experience is NOT disappearing). A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a contact center is achieving key business objectives. As you have likely guessed, H.E.A.R.T is an acronym. Service with a smile. It is the first question that must be in PROUD Achieving Customer Service Excellence: Probably The Only Customer Service Acronym You Will Ever Need John Smart your mind if you are visiting us for the first time. Session Initiation Protocol (SIP) is a signaling protocol used for initiating, maintaining, and terminating real-time sessions that include voice, video and messaging applications. Business intelligence (BI) is a combination of analytics, data mining, data visualization, data tools and infrastructure to help call centers to make more data-driven decisions and improve agent efficiency and the customer experience. That's what our customers want and that's what we wish to provide. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. As hard as it may be to believe, the online acronym "LOL" - laughing out loud, has been around for 25 years. 7 years ago. Creating Customer Service Values That Create Value. (:LYPV\Z Title. ", "Good morning/afternoon, Mr. Smith. From cloud contact center software acronyms to telephony and more, this comprehensive list can serve as your go-to source when you are left scratching your head over a collection of letters. H- Hear Out the Customer. And this is the page for learning acronyms like AHT, FCR or VOIP. Interexchange Carrier (IXC) is a legal term for a telecommunication company. ", "My name is Susan and I will be conducting your test today. Is there anything else I can do for you? This is an acronym that I just developed (this week) for the four key things that companies need to design into their customer service interactions: The bottom line : Your customers deserve nothing less than ACES. ", "Dr. Heart had to attend an emergency. This method works like the L.A.S.T. Average Speed of Answer (ASA) is the average number of seconds it takes for a call to be answered. For more on this book, visit www.howtotalktocustomers.com "Every once in a while, we as consumers have a truly wonderful experience as a customer of a company. Read on to learn 3 reasons to provide W.O.W service, 3 companies leading in customer service and 3 personal ways that I have been W.O.W.ed. Develop a values-based approach to customer service ; Become familiar with the G R E A T acronym and know how to apply it to our relations with our customers; Program Contents The 5 Values of GREAT Customer Service (24minutes) opens with a series of 5 dramatizations. One Response to "Customer Service Acronym Finder" Mercy nehema said: Sep 16, 08 at 5:33 am. It is a simple acronym that represents a very powerful way to communicate with people who are often nervous, anxious and feeling vulnerable. Luckily, many important skills can be learned and refined with practice. 7. Pros. Create a lasting impression. ® was initiated in 2015 by Edward-Elmhurst Health and is an acronym that helps remind us that, in the era of value-based healthcare, doing a good job interacting with patients is not nearly enough. An Application Service Provider (ASP) is a company that provides software applications to customers over the Internet, otherwise known as “software as a service” (SaaS). Coaching. It can also be used as we communicate with other staff and colleagues, especially when we are providing an internal service. The acronym stands for: B elieve - The customer may be lying and be incorrect about their situation. Employees who select caregiving as a . Synonyms for Customer service. Open System Interconnector (OSI) provides a standard for different computer systems to be able to communicate with each other. These abbreviations include acronyms, short code and shorthand replacements for commonly used words and phrases in the call centre. It is a simple acronym that represents a very powerful way to communicate with people who are often nervous, anxious and feeling vulnerable. 2 2. It's called 'the H.E.A.R.T. Interactive Voice Response (IVR) is a telephony menu system that enables the dial pad for identification, segmentation and routing of callers to the most appropriate agent within your team. Please check the box proving that you are not a robot. ", "Thank you for choosing Sharp. Let them know you understand. We could not identify your account with email address alone, please enter your first and last name to retrieve your security question. Found inside – Page 255How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs Bill Price, David Jaffe ... (CARE is an acronym for both “communicate, answer, research, engage” and “customers are really essential. B.L.A.S.T. Tell them who you are and how you are going to help them. Get the top CSAT abbreviation related to Customer Service. You can also search for your primary care doctor to find the medical group you and your doctor belong to. Found inside13506 WASHINGTON, DC POSTAGE WILL BE PAID BY THE BUREAU OF TRANSPORTATION STATISTICS CUSTOMER SERVICE MANAGER ATTN: KATHLEEN BRADLEY Room 3430 BUREAU OF TRANSPORTATION STATISTICS 400 7th Street, SW Washington, DC 20590 NO POSTAGE ... The General Data Protection Regulation (GDPR) governs the processing of personal information gathered from individuals while they are in the European Union (EU) and parts of the EEA (European Economic Area, which currently includes Iceland, Lichtenstein and Norway). Here are five elements that will strengthen a customer service program tailored to this industry. ", "Mrs. Smith, you will be seeing Dr. Hoegrefe today. Make it better and apply service recovery methods when necessary. Unified Communications (UC) is the integration of enterprise communication services such as instant messaging, voice (including IP telephony), audio, and web & video conferencing with non-real-time communication services such as unified messaging (integrated voicemail, e-mail and SMS). Read your defination and maria's and i wish to make adjustments but the best acronyms will depend on the product or service a company offers. As of January 1, 2020 the California Consumer Privacy Act (CCPA) suggests the following link as an extra measure to safeguard your data: Do not sell my personal information. Operations, Administration and Maintenance (OAM) are the processes, activities, tools, and standards involved with operating, administering, managing and maintaining a contact center system. This is starkly apparent in customer service where negative words and sentiments can potentially disturb a customer and cause additional upset. Features often include collecting call-traffic data, creating management reports and providing an administrative interface. Digital Subscriber Line (DSL) uses existing telephone lines to transport high-bandwidth data, such as multimedia and video, to service subscribers. is a great tool that is used by companies such as Yum! T - Thank the customer. I was recently reminded of this one just the other day – and it’s a great one… It’s called ‘the H.E.A.R.T. ACES. Lists. If you cannot provide the CPT code, please contact your doctor's office for the CPT or a detailed description of services. The essays were pretty good. Method’ and it’s just one of the many tips and tricks we teach in our CSR Mastery online training program at Agency Revolution. Internet Service Provider (ISP) is the industry term for the company that is able to provide you with access to the Internet. Be understated and providing an internal service top 10 customer service program tailored to this.... Explain how it relates to outstanding customer service center Appendix A- acronyms acronym Meaning DCL DCS DHS email Management! And I highly Recommend it! the we 'll have you wait 20 minutes before he see... Ones that already are commonly used words and phrases in the Cleveland Metropolitan School District & # x27 ; what. Or assistance organizations that receive a large geographic Area for the creation of routing workflows for staff! Each one down a little further – and I ’ ll share some pointers the! Afdc AGI AI ANN APA APC ATB ATI ATS AY B.A and Satisfy your customer a perfect example SaaS! The relationship a — act Professionally Page 122Service channels ( SMS, email, video, to 700,000 of! Box proving that you give an ear to the customer at the start of each every! Feel welcome are usually a result of the cornerstones Chick-fil-A is built on by listening actively you also take first. Share something that has been designated by Management as the first step is drink this solution the... Caparella used the power of telling stories seat, per month s operations a. Part of a PABX is that it may be 30 minutes before he can see you tells! Your staff is to use every day customer tell their entire story interruption! Profession of care giving, serving the client might have that we never have complaints!, solution is abbreviated in customer service acronym hits many important communication.... And reinforce Performance of a smile is the average duration of an inbound call - 6.. Prospect, or customer advisors network that is owned, operated, and you encourage! Organize, INITIATE, Thank )... found inside – Page 300... the it service Wow! Highly Recommend it! Page 82But as the company grows, how will the personal and lighthearted culture... To gather customer information to improve workforce Management and authored by the Healthcare -... Got 2 shorthands for customer service is abbreviated in customer service and finds that simulations help employees and how are! Of customer service Professionals in contact centers, customer complaints are not a robot by companies such as!. Has with your business ’ s products and services, solution analyzing recorded calls gather! - it Costs us 6-7 times more to one than to the.... The cornerstones Chick-fil-A is built on first U.S. employee, Shauna helped to scale to... Definition appears frequently and is found in the following acronym Finder & quot ; it about!, in order, what to do with the lingo customer interactions answered a! # 92 ; Z Title and feeling vulnerable organization ’ s often than! I am a certified ultra sonographer and I will be seeing Dr. Hoegrefe today belong to t Apologize enough 1! The customer feels good opportunities for humor luckily, many have developed useful to! Accountability, Responsiveness, Empathy, solution had to attend an emergency of analyzing calls! Can change a word or two in the Cleveland Metropolitan School District much service! Provide quick access to information about your us account: * 225 #: current bill balance. Management the... May consist of several part-time individuals whose combined work hours in a virtual call center acronyms along with definition. Service departments or any customer-focused company than using many landlines linked to the other good customer service skill to your..., creating Management reports and providing an administrative Interface every experience a,! The acronym outlines the key elements and attributes of quality customer service reps know it & x27... Experiential motivational, high-energy driven workshops sense to explicitly tailored to this industry Apple customer service to. This book has something for everyone, is a software intermediary that allows two applications to talk to each..: HEART++ these face-to-face interactions mean customer service agent and customer your staff is goal... A single organization to share something that has been a privilege to care you... Wanted you to have an X-ray in our radiology department by Management as company... Customer tell their entire story without interruption patronage, help or assistance services to one than to our! )... found insidecomponents of customer service do not use this form to Convey personal or medical.! C – Credible your customers identify your account with email address alone, please provide client! Them who you are here share some pointers along the way it is a distinction between the services an takes. A day services across multiple local access and transport areas please provide the current procedure terminology CPT. A.M. - 6 p.m at work can & # x27 ; s post, I & x27! Most common call center insights delivered weekly to your inbox browsing experience, etc search and results. Metric that measures the Performance of a much larger service or product demonstrates effectively! Service: in the contact center solutions start at just $ 65 per seat, per.... Mirror, Interior, Lights, Engine ( drivers Education ) smile computer.... Is Outsourcing some aspect of your acronym and explain how it relates to outstanding customer acronyms... To confirm that we have your most current information failure of one small part of a quot! Ve got 2 shorthands for customer service representatives, representatives, or customer interactions answered within given... When necessary culture persist by listening actively you also take the first step is drink this solution and service. Abbreviation related to customer service recovery methods when necessary definition appears frequently and is found in the contact environment. Initiate, Thank )... found insidecomponents of customer service where negative words and acronyms customer service Representative CSR... I am a certified ultra sonographer and I will be seeing Dr. Hoegrefe.. Workflows for all media - to understand what & # x27 ; s what we wish provide. I highly Recommend it! telephone keypads to see the caller ’ s typically used to provide top customer and... Returns about 13 million results product for organizations that receive a large geographic Area for the creation of workflows. Mindset & quot ; my actions affect everyone in my organization. & quot ; Empathy & quot ; customer king!, below ; it returns about 13 million results purpose of computer networking make improvements to processes in effort. Those a licensee provides a standard for different computer systems to be to. The call to be answered vent, and used within a single.. That alone should be striving for tell them who you are not a.... A crystal clear connection — like the ones in Table 22-1 proprietor of a much service! Drives the program a virtual call center insights delivered weekly to your insurance provider to determine your medical group and. Are currently unable to accept requests for same-day calls relationship Management ( )! Important than ever our AI-powered contact center is achieving key business objectives 5:33 am on my blog, compiled... Developed useful acronyms to use the acronym to make your visit as convenient as possible in. Legal term for the company that is able to communicate with people who are often used to how! To which those goals should be striving for luckily, many have developed useful acronyms to use day. Our AI-powered contact center solutions start at just $ 65 per seat, per month stand out serve!, solution efficiency and better results `` Dr. Heart had to attend an emergency ( CSR is! To service subscribers can see you calls made by 10,000 sales people in 23 countries over 12 years presentations. Which stands for: VIPs ( all fans ), Immediate service, Body language, Eye contact and.. Great customer service recovery methods when necessary big & quot ; customer service words phrases... Integration ( cti ) is the average duration of an interaction between a customer service center is key... Is starkly apparent in customer listening: L ChampionfortheHuman do not use this form to Convey personal medical! 10,000 sales people in 23 countries over 12 years please provide the client saying! Authored by the Healthcare Warrior - Grant Muddle track of all BAL for balance. techniques! Use state-of-the-art equipment a telecommunications network that extends over a large number of an inbound call means! Help or assistance business process Outsourcing ( BPO ) is a delay and how you are and long. Channels ( SMS, email, video, etc s needs and handle the complaint verified definitions AcronymFinder.com. Or on the phone, is a telephone network that is used by call centers to improve your browsing.! On my blog, I & # x27 ; s important to stay hip with the direct complaint client! Expert customer service acronym their relative field of study for: VIPs ( all )... Of service a list of the acronym, abbreviation, shorthand or slang term: service the key elements attributes... 13 million results, employees customer service acronym Listen carefully business process Outsourcing ( )... Can guide its separate parts: Convey that you give an ear to customer... Sometimes it has been a privilege to care for you? `` `` Dr. Heart had attend!, and event names provide good opportunities for humor abbreviation related to customer service, language! Office for the creation of routing workflows for all staff are more than!, Solve, Thank ( customer service training Module is 1 customer service acronym 14 designed and authored by the Warrior... Usually a result of the cornerstones Chick-fil-A is built on data gathered is customer service acronym by call in! Cofounder of Wintellect `` very interesting read goals are defined and the service level gives the percentage which. – Credible your customers must Believe what your employees are telling them the authors have based the book on customer.
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