Customer Experience

Which of the following is not part of Eliminating Uncertainty?

• Question asking

• Acknowledgment

• Recap

• Way Forward

Which is the definition of novice?

• performs all skills required

• performs a majority of the skills required

• learning the skills required, misses most or all skills

Understanding when and how to use the right resources is part of ?

• eliminate uncertainty

• Be their expert

• Save them time

• personalize service

Focusing in positive language is?

• Save them time

• Eliminate uncertainty

• Be their expert

• Personalize service

Acting with urgency to solve customer problems is part of ?

• Personalize service

• Save them time

• Be their expert

• Eliminate Uncertainty

Explains next steps so the customer understands what to expect

• Fact gathering

• Customer focus

• Set expectations

• Eliminate Uncertainty

Builds trust and takes a personal interest in the customer

• Rapport

• Communication

• Empathy

• Be their expert

It's ok to use company jargon with external customers?

• TRUE

• FALSE

Should we restate the customers needs?

• Obviously!

• Nah!