Improving Customer Experience

What is the main lesson from the pole exercise in the workshop?

• To concentrate on the collective goal

• To use gravity effectively

• To focus on individual tasks

• To avoid contact with the pole

What cultural practice was observed at the client's office to improve customer relations?

• Focusing solely on external customers

• Ignoring internal customers

• Engaging in friendly interactions

• Avoiding eye contact

How does Chick-fil-A address unexpressed customer needs during peak times?

• By offering discounts

• By having employees take orders outside

• By reducing menu options

• By closing the drive-through

Why is it important to keep customers updated?

• To increase sales

• To reduce frustration

• To avoid customer contact

• To focus on internal tasks

What is a key benefit of meeting unexpressed needs for both internal and external customers?

• It leads to longer wait times

• It reduces customer satisfaction

• It makes the company seem unresponsive

• It enhances the company's indispensability