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Modified True or False. Customer service involves every way a customer interacts with a company, at all stages of the customer journey.
False. Customer Experience.
Name 3 benefits of providing great customer experience.
Promote cust retention, cust lifetime value, stronger brand loyalty, better brand reputability, more competitive advantage
Name 4 examples of good customer experience.
Easy-to-access sso, Proactive messaging around known issues, transparent about pricing, Always-available live CS, Short wait times, realistic expectations,
Enumerate 4 examples of bad customer experience.
long wait times, complicated IVR, repeating info, lack of empathy, difficult to connect to CS and ignoring cust feedback
Name all customer advocacy behaviors.
Establish a consultative tone, probe for info, determine the strategy, position the solution and close the interaction
Modified True or False. Empathy is feeling pity without truly understanding another’s feelings.
False. Empathy is putting yourself in another person’s shoes.
Identify which CAB component is when you utilize the resources effectively and efficiently to resolve the customer's stated and unstated needs.
Determine the Strategy.
Which CAB component includes rephrasing the explanation or modifying the solution if applicable?
Position the Solution
Modified True or False. Close the interaction includes highlighting the benefits of the offer or solution.
False. Position the Solution.
What are the items included under close the interaction?
provide recap, confirm there are no other issues, close the call confidently and complete the account notes.
What should be included in the notes?
Reason for call, name of subs, actions taken, upsell offered/ did you offer an upsell, outcome of upsell/ reason no upsell was made, control group initials
What is a preposition?
Words that show time, place, and movement in a sentence. A preposition links nouns, pronouns, and phrases to other words in a sentence.
What are the different types of prepositions?
prepositions of time, place and movement
Modified True or False. We use in for a precise time and on for months, years and long periods.
False. We use at for a precise time, in for months, years and long periods.
This preposition is used to signify units of noun, show possession and is used with dates.
Of
Modified True or False. We use by to express an approximation and to refer to a topic.
False. About.
