Customer Engagement

Question 1

4

Answer 1

Effortless Customer Experience **Warm, engaged, interested, positive and approachable conversational style **Information provided with confidence and understanding (insight). **Interactive two way conversation. **Demonstrated complete understanding of customer’s situation.

Question 2

3

Answer 2

Low Customer Effort = **Professional, courteous conversational style ** Delivered information with confidence ** Two way conversation with active listening and no interruptions **Matched the customer’s pace and manner **Acknowledged the customer’s concern/issue before attempting resolution.

Question 3

2

Answer 3

High Customer Effort = ** Lack of confidence in information provided to the customer. ** One way conversation. ** Failure to acknowledge/recognize customer’s concern/issue. ** Failure to match customer’s pace and communication style.

Question 4

1

Answer 4

Unacceptable Customer Effort **Discourteous, disrespectful or unprofessional conduct ** Unnecessary or excessive hold time. Excessive dead air. **Negative conversational style.