1
TRUE OR FALSE. Listening makeup of 93% verbal communication and 7% Non-verbal communication.
100 pts
Answer: False
TRUE OR FALSE. I can only listen with my ears to connect with other people.
100 pts
Answer: False
TRUE OR FALSE. Being responsive to customer inquiries is part of the customer centricity standard.
Answer: TRUE
TRUE or FALSE. When writing a service report you should include minor and major observations.
100 pts
Answer:TRUE
What do we call, in the spectrum of empathy, when we say, “I am here to help you.”?
150 pts
Answer: Compassion
What type of complaining customer is rude, highly critical, and asserts to know everything about the business and services?
150 pts
Answer: The Know-It-All
What type of complaining customer would say, “As a consumer, I felt my rights being violated.’’
150 pts
Answer: The Entitled
What is the ability to understand Customer situations, perceptions, and expectations?
150 pts
Answer: Customer-Centricity
What is the ability to fully understand, mirror, then share another person’s expressions, needs, and motivations?
200 pts
Answer: Empathy
4. What completes this From-To Mindset Shift?
From By the Book to __________________
200 pts
Answer: Looking for opportunities to delight
What are the four most preferred outcomes of a complaint?
200 pts
Answer: Replacement, Refund, Compensation, and Apology
Which part of the customer journey occurs when the customer visits AASP?
200 pts
Answer: Receiving Process
What are the 2 areas that needs to increase in order to empathize?
250 pts
Answer: Increase in willingness and understanding of the situation
What type of language do we need to use when writing a service report?
250 pts
Answer: Plain and simple/ in layman’s term
What are the five common issues of DTI cases?
250 pts
Answer: Inconsistencies, Incompetence, Long Turnaround time Lack of Updates, and Rude Employees
What are the four levels of listening?
250 pts
Answer: Heart, Brain, Ears, and Eyes
What are the four ways to engage the customer?
300 pts
Answer. Clarify by probing, communicate by personalizing, satisfying through options, and delight by providing the next steps
What do you call a document that states all the information about any events, accidents, near misses, property damage, or customer complaints that happen in the workplace and when is it accomplished? (2 answers)
300 pts.
Answer: Incident Report and Immediately
What are the top five customer expectations when filing a complaint? (Keywords are accepted)
300 pts.
Answer: Wants the action to be relatively quick, Wants to see action being taken or timely updates, wants the process to feel easy, wants to feel heard, appreciated, and valued and wants a premium service.
What are the five customer-centric standards? (Keywords are accepted)
300 pts.
Answer: Be responsive to customer inquiries, take responsibility for your mistakes, go above and beyond to solve customer’s problem, be available when customer need you, and stay positive and friendly during customer interaction