Review - CX Workshop

What does PPP represents in key concepts of a successful CX transformation?

• Purchasing Power Parity

• Preventive, Predictive and Proactive

• Public-Private Partnership

This is your customers' holistic perception of their experience with your brand and/or services.

• Good Service

• Customer Experience

• Customer Desire

In Customer communication skills using email, Coherent means logically arranged and connected.

• TRUE

• FALSE

In the PLEASE MODEL of Uplifting the guiding principles, what does “P” means?

• Put away what you think the customer wants.

• Pay attention

• Put away your ego and pride

Under Service Standard, this means “To provide the right & quality resolution on time, every time!”

• Empathetic

• Responsiveness

• Accuracy

This phrase means, “Be accountable - and remain accountable - to a customer’s problem.”

• Empathetic

• Take Ownership

• Responsiveness

Responsiveness means responding in a timely manner, being prompt, problem resolution, appropriate acknowledgements & reciprocate assertive.

• TRUE

• FALSE

The studies show that 93% of what

you want to communicate is through what Type of Communication?

• Verbal

• Non-Verbal

• Written

Fidgeting demonstrates that you are

in focus and concentrating.

• TRUE

• FALSE

Being Courteous means

• Providing correct Facts as well as

  correct grammar & spelling

• Be specific, have solid facts and

  opinions

• Be polite and respectful, check for tone, choice of

  words and phrases, avoid sarcasm