LCA Office Administration & Customer Care key terms

A documented record showing every person who handled a file or item, and when, so its integrity can be proven from creation to disposal or transfer.

A policy listing record types, how long each must be kept, and what happens afterward, such as destruction or archival transfer.

The final action taken on a record once its retention period ends, typically destruction, transfer to archives, or permanent preservation.

A directive suspending normal deletion of records because of anticipated legal proceedings, investigation, or audit, overriding routine retention rules.

An automatic or manual log of who accessed or changed a record, what changed, and when, used to detect errors and support accountability.

Rules or checks applied during entry to reject or flag values that are incomplete, out of range, or in the wrong format before they are saved.

Entering or checking the same data twice, often by a second person, then comparing results to catch keystroke and transcription errors.

The degree to which typed or recorded text matches the source document exactly, including spelling of names, numbers, dates, and reference codes.

Carefully reading finished text against the source or for internal consistency to catch spelling, grammar, formatting, and numerical mistakes before release.

A system for naming and tracking document revisions so users can tell which copy is current and what changed between drafts.

An agreed pattern for file names, such as date, client, and document type, that keeps files sortable, searchable, and unambiguous across a shared drive.

Descriptive information stored with a file, such as author, creation date, and subject, used to find, classify, and manage records.

Sorting records into defined categories or series so retention rules, access permissions, and retrieval methods can be applied consistently.

A formal written record of a meeting's decisions, actions, and key discussion points, kept concise and objective rather than a full transcript.

A specific task assigned during a meeting, with a named owner and a due date, tracked until completed and closed.

The minimum number of members who must be present for a meeting to conduct official business or cast valid votes.

A planned list of meeting topics in order, often with time allocations and presenters, circulated in advance so attendees can prepare.

Deliberate contact after an interaction or commitment to confirm progress, check satisfaction, or ensure a promised action was completed.

A documented commitment defining expected service standards, such as response and resolution times, and how performance against them is measured.

The elapsed period between a customer's initial contact and the first meaningful reply from the organization, a common service metric.

The total time from a customer's request being logged until the issue is fully closed and confirmed solved.

Referring a customer issue to a more senior person or specialist team when it exceeds the current handler's authority, knowledge, or time limit.

Fully concentrating on a speaker, noting both content and feeling, then confirming understanding through paraphrase and clarifying questions.

Restating a speaker's message in your own words to check that you understood it correctly and to signal attention.

A targeted question asked to fill a specific gap in understanding, such as confirming a date, name, or what outcome the person wants.

A brief acknowledgement of a person's feelings or difficulty, such as noting frustration, before moving to problem solving.

Techniques for lowering tension in an upset interaction, including calm tone, acknowledging concerns, and focusing on concrete next steps.

A situation where a personal, financial, or outside interest could improperly influence professional judgment, requiring disclosure and often withdrawal from the decision.

The duty to protect personal and business information from unauthorized access, disclosure, or discussion, sharing only on a need-to-know basis.

A principle limiting access to information to people whose role genuinely requires it to perform their duties.

A security principle giving each user only the access rights necessary for their current tasks, no more, and reviewing those rights regularly.

A login method requiring two or more independent proofs of identity, such as a password plus a code from a phone or token.

A fraudulent message that impersonates a trusted sender to trick the recipient into revealing credentials, paying money, or opening malicious attachments.

Any incident where protected information is accessed, disclosed, lost, or altered without authorization, triggering notification and containment procedures.

A structured written account of an unexpected event, recording what happened, who was involved, actions taken, and immediate impact.

A structured method for tracing a problem back to its underlying cause rather than its symptoms, so the fix prevents recurrence.

An ongoing practice of measuring processes, identifying small inefficiencies, and testing changes to raise quality and reduce wasted effort.

A written, step-by-step instruction for performing a routine task consistently, including who does it, when, and to what standard.

The defined sequence of steps, handoffs, and approvals through which a task or document passes from start to completion.

Assigning a task to another person together with the authority and resources needed, while the assigner retains accountability for the outcome.

Deciding the order in which tasks are done by weighing urgency, importance, deadlines, and impact on others.

A log recording gifts and hospitality offered to staff, used to apply thresholds, seek approval, and show transparency in decision making.