Customer Excellence

What does TOV stand for?

• Title of Vehicle

• Tone of Voice

• Tone of Volume

• Title of Voice

What is Zurich's strategic customer ambition for 2023 - 2025?

• Loving our customers

• Connecting with our customers

• Loyalizing our customers

• Empathizing with our customers

How does adapting your communication style make customer interactions better?

• It allows you to take complete control of the conversation.

• It leads to a more personalized experience by showing the customer that you value their needs.

• It helps you race through a customer's concerns quicker.

• It allows you to tell the customer anything in a believable way.

Fill in the blank.

Our purpose is to Create a ____ future together.

What is the PEAR model NOT used for:

• Improving problem-solving skills.

• Developing leadership qualities.

• Building better relationships.

• Getting your own way.

What is the best way to handle a customer's complaint?

• Ignore the complaint

• Acknowledge the complaint and find a solution

• Argue with the customer

• Transfer the call without informing the customer

5. How can you demonstrate empathy in customer service?

• Dismissing the customer's concerns
• Offering genuine understanding and compassion
• Avoiding direct communication with customers
• Focusing solely on the task at hand

When dealing with a difficult customer, it's important you:

• Stand your ground.

• Only focus on the process.

• Tell them the facts.

• Understand their perspective.