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WorksheetsCS Olympic_Race 2
Total questions: 15
Worksheet time: 8mins
According to John Pearson: "ICCC means always putting customers first, thinking beyond standard performance and taking concerns…"
Personally to heart
Seriously
Normally
Genuinely
According to Jerry Fritz (Jerry Fritz Garden Design) - "You'll never have a product or price advantage again. They can be easily duplicated, but a strong ... culture can't be copied.”
Innovation
Continuous Improvement
Customer Service
According to Daniel Newman (2020 Forbes), There are ….% of customers would be willing to pay more for a better customer experience.
62%
73%
86%
91%
According to Lee Resources International, only 1 unhappy customer complaints, while ____ other unhappy customers remain silent
12
17
21
26
What is an example of proactive customer service?
Handling problem as they occur
Anticipating customer needs and actively reaching out with a solution
Solving problems but doesn’t gather extra feedback
Doesn’t focus on customers’ needs if they aren’t explicitly voiced
A great customer experience includes great customer service and...?
goes beyond that to how they feel about the experience they had with you
is exactly what the customer expected
is focused more on the brand being marketed
is focused more on upselling
Through NPA, Customer give Promoter Rating ( 9 & 10) that means customer ?
Complaining often with higher defection rate, spending less, spreading negative news
Loyal, enthusiastic customers staying longer, spending more and making referrals
Satisfied but unenthusiastic customers being more vulnerable to competitor offerings
Through NPA, Customer give Neutral Rating ( 7 & 8) that means customer ?
Complaining often with higher defection rate, spending less, spreading negative news
Loyal, enthusiastic customers staying longer, spending more and making referrals
Satisfied but unenthusiastic customers being more vulnerable to competitor offerings
In all cases, what the Customers wanted are:
To be helped by someone who seemed to genuinely care about them and their
problem
To feel reassured that their problem was being taken seriously and addressed
rather than going into a ‘black hole’
To have their problem solved quickly and efficiently
All of above
How do you manage to get more NPA Promotor Ratings?
Providing solution that meet customer needs.
Showing empathy and providing solution that meet customer needs in a timely manner.
Showing empathy and providing solution that meet customer needs.
Providing solution that meet customer needs in a timely manner.
How might we demonstrate empathy to customer request?
Identify the emotion they are feeling and show you understand, using appropriate intonation
Use the Customer’s name and make them feel valued
Apologize for the situation and how it made them feel
All of the above
Which of the following is a sign of active listening?
Frequent interrupting
Using affirmative words such as okay and asking clarification questions and Asking and repeating to show your understanding.
Keep quite during customer sharing
You’re having trouble understanding what the customer is asking for. What do you say?
I tell them I don’t understand, and to say it better.
I try to guess what they want and answer accordingly.
I ask detailed, clarify question to ensure understanding correctly customer concern.
What is NOT true about ICCC Definition in DHL?
ICCC is a cross-functional collaboration of DHL AS ONE to provide consistently Great Service Quality
ICCC is all about prioritizing our customers needs first.
ICCC is in our DNA and that is to go an extra mile.
ICCC is the responsibility of high level, management team
"People will forget what you said, people will forget what you did, but people will never forget how you made them ...." Maya Angelou.
Think
Feel
Act
Talk
