Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business.

A Customer Service Representative is an employee who assists customers after the sale has been made. Some organizations refer to such employees as customer care providers.

Credit crunch is a financial condition in which investment capital is difficult to obtain. A credit crunch makes it nearly impossible for businesses to borrow because lenders are scared of bankruptcies or defaults, which results in higher rates. The consequence is a prolonged recession (or slower recovery), which occurs as a result of the shrinking credit supply.

Collateral refers to the business or personal property that a borrower pledges to a lender as security to ensure repayment of a loan.

Customer satisfaction is affected by customer expectations about the service they will receive. If the customer service they receive is different from what they expected, there is always a danger that customer satisfaction will be lower than expected.

Customer feedback is information about customer perceptions of customer service collected by the business from customers or given to the business by customers.

Competitive Advantage is defined as the strategic advantage one business entity has over its rival entities within its competitive industry. Achieving competitive advantage strengthens and positions a business better within the business environment.

A certificate of incorporation is a legal document relating to the formation of a company or corporation. It is a license to form a corporation issued by government.

Some organisations choose to tell customers about their service offer in a statement of what they will do for the customer and call it a customer charter. A customer charter is a statement of intent and is generally not part of the contract that a service deliverer makes with its customer.