Font size
WorksheetsElevating Customer Experience
Total questions: 12
Worksheet time: 6mins
Which of these statements is incorrect?
Companies who make customer service a priority make 60% higher profit than rivals.
A customer who is dissatisfied will tell 9-15 people about their bad experience.
91% of unhappy customers will never willingly do business with you again.
Repeat customers don't spend more than new customers.
This is the person, or group/unit that receives and must be satisfied with the product, service or work output.
Boss
Business Owner
Customer
When do we take care of customer concerns?
Only when they are at the clinic.
Before, during, and after the customer's requirements are met.
Only when they raise a concern.
In the ladder of loyalty, at what level do we want our customers to be in?
Prospect
Customer
Loyal
Advocate
True or False. Good customer service leads to competitive business.
True
False
True or False. A personalized experience develops a loyal customer.
True
False
This will help your company better understand customer groups, and to recognize key traits within them.
Customer journey map
Customer persona
The ladder of loyalty
What's the communication style of this customer?
Pakiexplain nga sakin kung anong mga procedure gagawin nyo.
Analytical
Driver
Amiable
Expressive
What's the communication style of this customer?
Sobrang nagwoworry ako kasi ilang araw na sya nagsusuka. Di ko pa naman sya matutukan kasi may work ako everyday so baka kasalanan ko kaya lumala na talaga. Ang sama ng loob ko sa sarili ko.
Analytical
Driver
Amiable
Expressive
What will likely happen if we build rapport with customers? Check all that applies.
Like and trust you
Communicate more openly with you
Feel confident in your abilities and product knowledge
Respond well to you closing a sale
What approach/ methods can you use in Dealing with Dissatisfied Customers?
Avoid them.
Hear them, Empathize, Apologize, Take Action
Tell them it's now your fault.
True or False. Self-confidence is important because it is inextricably tied to competence.
True
False
