Customer Experience

Why is Customer Experience replacing Customer Service?

• To better serve Airmen

• To better the community

• to better serve Airmen and their families

What is the "Desired State" for Customer Experience?

• Courtship

• Marriage

• Dating

What does the acronym LAST stand for

• Listen, Agree, State and Tell

• Listen, Apologize, State and Think

• Listen, Apologize, Solve and Thank

• Listen, Apologize, Solve and Think

What is not an example of telephone etiquette?

• Greet the caller, give your name and office and how may I help you

• Immediately put them on hold when you need to find the intended caller

• Answer within 2 rings no more than 3

What is not an example of E-Mail courtesy?

• Review your grammar before sending

• Use all CAPS or an exclamation point to get your point across

• Pay attention to deadlines and dates

• Keep your messages short and to the point

A great customer service experience includes great customer service but

• is exactly what the customer expected

• is focused more on the brand being marketed

• goes beyond that to how they feel about the experience they had with you

Customer Experience impacts feelings and emotions, and encompasses?

• a single touch point with a brand or merchandise

• a better way to provide services and support

• the entire customer journey

Which element of LAST is one of our most important and underrated skills?

• Listen

• Apologize

• Solve

• Thank

What element of LAST comes with the territory and can help customers who may be uspset?

• Listen

• Apologize

• Solve

• Thank

What is not a benefit of providing Customer Experience?

• Increased revenues

• Engaged customers

• Customer Loyalty

• Enhanced Services reputation