Customer Centric Learning Hour 3

What is the best way to communicate responsively?

• Focus your attention on one customer at a time

• Set alerts to be notified of each new message.

• Call people so you can address all of their concerns.

• Respond with minimal answers to avoid long conversations

Positive workplace relationships tend to _____.

• Help you to win at corporate politics

• Take too much effort to develop

• Make coworkers easier to serve

• Happen naturally when you serve someone often

Outstanding customer service always happens when we _____.

• Exceed our customer's expectations

• Go the extra mile for our customer

• Do whatever our customer wants

• Help our customer avoid unpleasant surprises

Which is not a reasonable expectation for going the extra mile?

• Set an intention to go the extra mile when you are able.

• Act on extra mile opportunities when they arise.

• Go the extra mile with every customer you serve.

• Be observant of opportunities to go the extra mile.

The two types of attitude anchors are _____.

• Customer and employee

• Maintenance and repair

• Internal and external

• Positive and negative