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WorksheetsCustomer Experience Management
Total questions: 10
Worksheet time: 5mins
What you should must do to encourage engagement with the customer?
Smile
Build Rapport
Listen
Tell them everything you know about a product or service
If a customer gets upset due to system delays, is it alright to tell the notice of down system you receive via email?
True
False
Our customer walks into the branch to report that they been debitted without receiving value. What do you do?
Apologize, validate the complaint, log the dispute and promise to provide feedback.
Tell the customer to wait for 3 days.
Apologize and have the customer try the transaction again.
Have the customer send a mail to contact center.
Choose the word that best applies to this statement.
“The best Customer experiences are not_____"
Relevant
Intentional
Accidental
Consistent
In communicating with customers it is right to speak to the customer in his native language?
Yes
No
If you were unable to answer a customer's question, query or problem what might you do?
Tell them to come back later
Ask a colleague or supervisor's assistance
Tell them you do not know the answer
Study the case, and look for a solution
What might give a customer a first positive impression of yourself?
Uniform and hygiene
Body language
Language used
Confidently telling customers you don't know the answer to their question
What is the most important quality of a customer-centric officer?
Empathy
Integrity
Proactiveness
Procastination
Fear
A complaining customer is...
Almost right
Always the customer
Often Lying
Always right
Customers are more easily satisfied if their expectations are effectively managed.
Yes
No
