Intuit NPS Bootcamp: Week 2

From Being Prepared for Your Customer Experience...when you Acknowledge customers emotions, situation, and/or dissatisfiers. Show Empathy and provide a Offer to Assist Statement, this falls under_________________.

From Being Prepared for Your Customer Experience...when you Ask closed ended questions when appropriate, this falls under_________________.

From Being Prepared for Your Customer Experience...when you When troubleshooting follow path as outlined in correct kb/service aid, this falls under_________________.

True or False: It is not necessary to listen to the customer. Instead, pick out pieces from the conversation so you can repeat back what you heard.

True or False: Active Listening is a technique that enables you to fully concentrate on what others are saying, and to understand their complete message.

From Being Prepared for Your Customer Experience...when you Have all systems that might be needed set-up prior to helping customers, this falls under_________________.

What is the name of the KB you should use when opening and closing your call?

True or False: It is important to over-talk the customer to make sure they hear what you are saying.

Try ______________ ~ While actively listening you go one step further by processing and understanding the customer’s points and repeating it back to ensure that everything has been fully understood.

From Being Prepared for Your Customer Experience...when you Recap & supply next steps this falls under_________________.