Engagement Xchange

Key Behaviors

10

How many key behaviors are there?

6

15

Which key behaviors focus on building a meaningful relationship with the customer?

Engage Actively - Show Appreciation

20

Which key behavior helps you establish trust?

Own It

25

Which of the key behaviors should be used throughout the customer interaction?

all six

Interaction Flow

10

What is the name of Xfinitys Quality Program?

Catalyst

15

What is the name of Xfinitys call flow?

Compass

20

How many steps are there to the call flow?

4

25

Name the 4 steps of the call flow?

Connect - Explore - Consult- Review