Agency OBX - Day 8 Part-2

In terms of Customer Delight,which is the correct option? Select from below:

• Delivered Value < Expectations

• Delivered Value > Expectations

Mr Vikram Pathak walked into the HDFC Life branch and looked very irritated. He has complaints about the returns, he has recieved from his investments. What is the best way to handle such customers?

• FFF

• LAPAC

• ASAP

Mr. Khan is a mid aged customer who has walked into the branch and complained about the need to visit the branch everytime to avail services. He is a very busy person and its difficult for him to take time out to do so. What customer touchpoints you can suggest?

• • HDFC Life Website • Email • HDFC Life App

• • Chat Bot Elle • Twitter Bot Neo • Whatsapp Bot Etty

• • HDFC Life Branch • IVR/Call centre • My Account • Missed Call Service

• All of the Above

A happy customer leads to increase in business and productivity.

• TRUE

• FALSE

A happy customer will help you increase your customer base.

• TRUE

• FALSE

What is Customer experience? Customer Experienceis about showing up when and where the customer needs you with ease and consistency. State whether the statement is True or False.

• TRUE

• FALSE

State which of the following statement is True  if the FLS nurtures Positive FC relationships

• Happy FCs don’t play significant role in customer service

• Happy  FCs will build positive relationships with customers