WorksheetsReview - CX Workshop
Total questions: 10
Worksheet time: 3mins
What does PPP represents in key concepts of a successful CX transformation?
Purchasing Power Parity
Preventive, Predictive and Proactive
Public-Private Partnership
This is your customers' holistic perception of their experience with your brand and/or services.
Good Service
Customer Experience
Customer Desire
In Customer communication skills using email, Coherent means logically arranged and connected.
TRUE
FALSE
In the PLEASE MODEL of Uplifting the guiding principles, what does “P” means?
Put away what you think the customer wants.
Pay attention
Put away your ego and pride
Under Service Standard, this means “To provide the right & quality resolution on time, every time!”
Empathetic
Responsiveness
Accuracy
This phrase means, “Be accountable - and remain accountable - to a customer’s problem.”
Empathetic
Take Ownership
Responsiveness
Responsiveness means responding in a timely manner, being prompt, problem resolution, appropriate acknowledgements & reciprocate assertive.
TRUE
FALSE
The studies show that 93% of what
you want to communicate is through what Type of Communication?
Verbal
Non-Verbal
Written
Fidgeting demonstrates that you are
in focus and concentrating.
TRUE
FALSE
Being Courteous means
Providing correct Facts as well as
correct grammar & spelling
Be specific, have solid facts and
opinions
Be polite and respectful, check for tone, choice of
words and phrases, avoid sarcasm
