NGEMC Values
We put the ______________ of our members above our own.
What is convenience?
We _______ our members when they come in the door.
What is greet?
____ __________ and tone of voice carries 93% of what we communicate.
What is Body Language?
Empathy is putting __________ in the other’s shoes.
What is yourself?
We support and _____ our fellow employees.
What is help?
What did the Customer Service Rep do well in this audio?
What is remain calm?
We are here to __________.
What is SERVE?
We always greet our members with a ______.
What is smile?
The main parts of body language are: posture, gestures, tone of voice, ___ _______, and ______ ___________.
What are eye contact and facial expression?
Being empathetic first requires that you manage the ________, then move to logic.
What is emotion?
We ensure that what we ____ contributes to the accomplishment of our mission.
What is do?
If unsatisfied, customers will tell an average of ______ people.
What is 8-10?
We are __________toward our members, understanding and acknowledging their opinions.
What is empathetic?
Anyone who uses your ______ or service is your customer.
What is product?
What two body language mistakes did the bartender make in this video?
What are tone of voice and facial expression?
First step in showing empathy: acknowledge the member's _________ and accept them as real to him or her.
What is feelings?
We respond to __________ with maturity and good judgment.
What is criticism?
1 in 5 unsatisfied customers will tell ___ people.
What is 20?
At NGEMC, we embody the sound values of our communities, such as honesty, patriotism, and _________________.
What is helpfulness?
Customer concerns give us an opportunity to be in _________ mode.
What is recovery?
80% of communicating is about listening; there are _____ levels of listening.
What is five?
Second step: acknowledge the member using the word “____.”
What is you?
We _____ by example.
What is lead?
It takes ____ positive service incidents to make up for 1 negative one.
What is 12?
We treat all others—members and coworkers—with great _________, professionalism, and courtesy.
What is respect?
We __________ when we make a mistake and fix it.
What is apologize?
Instead of telling the member “you have to….” it’s better to say, “_____________…”
What is "you will need to.....?"
Third step: Describe the facts of the situation from the member’s ___________.
What is perspective?
We support the efforts of every area of the cooperative by what we say and what we ____.
What is do?
NGEMC was established in _____.
What is 1936?
There is no place at NGEMC for ____________ or ______ behavior.
What is condescending or rude?
We are __________ stewards of our member-owned cooperative assets.
What is excellent?
Instead of telling the member “it’s company policy…” it’s better to say, “_______________….”
What is "our normal process....?"
Fourth step: Use checking questions to ensure perceptions are ________.
What is correct?
We set high __________ for ourselves and our cooperative.
What are standards?
The best department at NGEMC is _____ ________!
What is Member Services?