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WorksheetsCustomer Centricity Training
Total questions: 8
Worksheet time: 3mins
How many clients would be willing to pay more for a better customer experience?
60%
12%
30%
78%
A dissatisfied customer will tell about their experience to…
6 people
1 or 2 people
Nobody
Between 9 and 15 people
What is the main reason for customers stopping doing business with a company?
High prices
Non-conforming products
Being treated poorly
Company governance
What are the main customer’s expectations towards Customer Service?
Review thoroughly
Give faster responses to their requests
That an agent is directly reachable
Better understand their expectations
What is the key to a good perception of Customer Service?
Politeness of the Customer Service Representative
Technical knowledge of the Customer Service Representative
The effectiveness of the answer
The quickness of the answer
Which support channel has the best customer satisfaction?
Phone
Help Center / Web Form
Chat
How many positive customer experiences will it take to make up for one unresolved negative experience?
5
9
12
8
Which country has the best global client satisfaction?
USA
Belgium
France
New Zealand
