Good > Better > Best

You've received a call from John Smith. He is seeking assistance with activating his Connected Services. While on the call, you advise him of the places he can find his VIN and congratulate him on his new vehicle. This demonstrates which 2 Quality Attributes.

• Resolution

• Interactive

• Willingness/Appreciation

• Customer Effort

Demonstrating a credible and knowledgeable demeanor throughout an interaction with a customer shows which of the following Quality Attributes?

• Customer Effort

• Willingness/Appreciation

• Expertise

• Resolution

Suzie Q asked her customer how many times she attempted to log in to her Jeep Account. This would fall under which Quality Attribute?

• Expertise - Discovery & Probing

• Resolution - Resource Engagement

• Interactive - Greeting

• Willingness/Appreciation - Empathy/Reassurance

Effectively controlling the flow of each interaction would show that you are demonstrating which TWO Quality Attributes?

• Interactive - Contact Control

• Willingness/Appreciation - Ownership

• Customer Effort - Easy to do Business with

• Expertise - Knowledgeable on how to Resolve

Jane demonstrated a friendly and professional demeanor throughout her call with Julia Smith. This would fall under which Quality Attribute?

• Customer Effort - Listening

• Interactive - Professional/Friendly

• Willingness/Appreciation - Accountability

• Resolution - Empowerment

Kept commitments and minimized customer effort wherever possible falls under which of the following Quality Attribute?

• Customer Effort

• Expertise

• Willingness/Appreciation

• Resolution

While on a call, if we congratulate a customer for being a part of the "Jeep Family," this would mean we are demonstrating:

• Willingness/Appreciation

• Expertise

• Customer Effort

• Resolution

AER would be found under which Quality Attribute?

• Willingness/Appreciation

• Interactive

• Expertise

• Customer Effort

For any cases that need escalation we would need to follow which Quality Attribute?

• Resolution - Resource Engagement

• Interactive - Contact Control

• Expertise - Knowledgeable on how to Resolve

• Willingness/Appreciation - Appreciation

"Thank you for calling Jeep Connect..." will fall under which Quality Atttribute?

• Interactive - Greeting

• Willingness/Appreciation - Ownership

• Customer Effort - Commitments

• Resolution - Resource Engagement