VALUES
BEHAVIORS
COMPETENCIES
REWARDS
MISCELLANEOUS
100
We have how many of these in the Dynamic Organization?
What is 7?
100
This is how many behaviors we have.
What is 10?
100
Demonstrating active listening skills; paraphrasing informaton to ensure understanding
What is Communicating Effectively?
100
This is how many customers we have on belief plans, but they may not always understand how to earn or redeem belief points?
What is 3 million customers? quick tip: we want to drive redemption activity, one way we are doing that is a marketing effort, offering 500 points for a one month subscription of vm2txt!
100
This is what CCS stands for that launced on this date.
What is Current Customer Shopping, which launched on February 26?
200
Moral Principles
What is Ethics?
200
A strong fondness, enthusiasm, or desire for the entire organization at U.S. Cellular
What is Passion about the company and jobs?
200
Demonstrates an understanding of the short-and long-term implications of decisons; Implements creative, innovative approaches that are beneficial to customers and U.S. Cellular
What is Making decisions?
200
This is the way to incent you for demonstrating the value of our rewards program whenever it's appropriate to do so with your customers.
What is the rewards challenge? quick tip: this reward challenge is for all departments to work together towards one common goal-ONE TEAM, ONE GOAL!
200
This is 3 new things a customer can do online with CCS that they were not able to do before the launch.
What is current customers purchase devices, add lines, upgrade handsets, plan changes, add or remove features, purchase accessories?
300
To give power or authority; to authorize; to enable or permit
What is Empowerment?
300
Reliance on the integrity, strength, ability; Hope or confidence in something
What is Trust?
300
Demonstrates care and empathy when responding to a customer's need;Strives for one call resolution avoiding unneccesary repeat contact or escalaton
What is Focusing on Customers?
300
Daily Double THis person sent out an email on Monday speaking about the Rewards challenge? What is the percent of customers who are registered in My Account and have used any reward points?
Who is Carter Elenz? What is 43%? quick tip: our goal is that 60% of customers have made redemptions by end of 2012. Reward redemption is important because it increases revenue per user (arpu), lower churn, higher customer engagement measured by Gallup results.
300
These are 2 newer capabilities that our customers have in My Account.
What is check data usage, picture messages, view current and past due balances?
400
Difference; Unlikeliness; Variety
What is Diversity?
400
Susceptible of modification or adaptation. Our team shows a lot of this :)
What is Flexibility?
400
This is an example of what is involved when connecting with a customer.
What is good tone, empathy, appreciation, respect for customer and their time?
400
Daily double This is 4 ways that customers can use their points. This is 3 ways that customers can earn their points.
What is ringtones, ringbacks, upgrade phones, overage, accessories, purchase phones for .01, etc? What is surveys, birthdays, device workshop, refer a friend, daily perks. etc? quick tip: currently, over 90% of points are redeemed in three categories: upgrade accelerator, accessories, and .01 phones. 54% of all cst who are earning points are enrolled in My Account. that leaves a whopping 46% that we need to educate!
400
This is what SOP stands for.
What is Strategic Operational Program? Check out their website for great information regarding TOPS and the new question and answer portion on the site.
500
This is a list of the 7 values of the Dynamic Organization
Waht is customer focus, ethics, pride, empowerment, diversity, respect, winning?
500
This is 5 of the 10 behaviors.
What is common purpose, passion, trust, flexibility, willingness to learn, openness, motivation by values, not fear, enthusiasm, unselfishness, confidence in the company, its owner and each other?
500
These are the 3 components of World's best customer experience. They are to be done with every customer interaction.
What is connect, solve problems, add value?
500
These are the 4 parts of the D.O. Business Model?
What is Associate Passion, Leadership excellence, customer advocacy and Superior results? quick tip: the challenge for March is that customers redeem 250,000,000 points, when we meet that goal, we will each receive 1,250 Dynamic reward points. our stretch goal for March is 350,000,000, when we meet that goal we will receive 2,500 Dyanamic reward points instead of 1,250. woohoo!
500
This is the new phone that launched on 3/1/12, that many customers have been waiting for.
What is Samsung Galaxy S II?
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