Building Customer Centricity
What attribute helps us identify how the customer is feeling?
Empathy
Positive language is about changing can't to (blank)
Can
When we record interactions in JIRA we are addressing customers need for (blank)
Transparency
Why is it important to measure the volume of tickets we complete?
Resource management and fair division of work.
Why is it important to change our status to unavailable in Genesys?
To allow calls to go directly to voice mail for business users and to ensure the call the call goes to the next available associate for ACD users.
Customer Centric organizations do not focus on chatter, but (blank) to make important decisions.
Data
It is important to ask our customers lots of questions to better understand their issue? T/F
F
Your customer has called several times about the same issue and has been told it has been resolved. In this interaction, what customer value would be most important to apply?
Trust
What you measure is what (blank)
Matters
What important customer service attribute identifies how you show up to work and what your brand is?
Professionalism
There are 3 pillars that support the WMS Customer Centricity strategy, two of which are JIRA Service ticket, the Voice of the Customer and the third is (blank)
Genesys/Employee One Line
In what part of the Interaction Cycle do we greet our customers?
Open the Call
Why is it important to use proper tone and language?
The words we choose and how we say something matters.
What are 2 sources that we use to collect meaningful data from?
Genesys, JIRA, Employee One Line, Quickcall, Customer Satisfaction survey
What is SLA and why is it important?
Service Level Agreement. It helps us measure if we are meeting our customers' expectations.
What does it mean to understand our "Why"
To understand our purpose, why we do what we do and why we exist.
At what part of the call do we Check for Satisfaction?
Closing the Call.
How would you change the following response to be more customer centric?
I can't help you as you've reached the incorrect department!
To better assist you, let me connect you with the correct department to ensure you receive the support you need.
Why is it important to collect and analyze data in the organization?
To better understand our business so we can better serve our customers.
What is ASA and why is this important?
Average Speed of answers. It helps us measure how quickly we answering calls to minimize customer wait time and increase customer satisfaction.
When everyone in the organization understands what it means to be customer centric and how to apply it in every interaction.
Consistency
Which customer service attribute demonstrates the ability to uncover the root cause of our customers' issues effectively.
Problem Solving Skills
Our job is to (blank) for our customers.
Make it easy
When talking about big data, how quickly we gather and measure the data is known as what? Clue, it starts with "V"
Velocity
Big Data helps us understand the (blank, blank) of our business.
The Big Picture