Podcast
Questions and Answers
What is an effective way to acknowledge customer loyalty?
What is an effective way to acknowledge customer loyalty?
- Providing slow or unhelpful service.
- Ignoring customer inquiries.
- Speaking poorly of other customers.
- Acknowledging customer status and thanking them. (correct)
What does it mean to empathize with customers?
What does it mean to empathize with customers?
- To blame them for issues.
- To ignore their problems.
- To avoid interacting with them.
- To put yourself in their shoes. (correct)
Why is providing a friendly greeting important?
Why is providing a friendly greeting important?
- It might make the customer uncomfortable.
- It is sufficient to just begin the transaction.
- It is not important.
- It can create a positive first impression. (correct)
Why is it important to thank customers for flying United?
Why is it important to thank customers for flying United?
What is a simple way to build the United brand during customer interactions?
What is a simple way to build the United brand during customer interactions?
Which action does NOT typically contribute to building a positive brand image?
Which action does NOT typically contribute to building a positive brand image?
How can you demonstrate respect for customers?
How can you demonstrate respect for customers?
What behavior demonstrates poor customer service?
What behavior demonstrates poor customer service?
What should you do while actively listening to someone?
What should you do while actively listening to someone?
What is typically included in customer service training?
What is typically included in customer service training?
Flashcards
Eye Contact
Eye Contact
Creating a connection through direct visual contact.
Thanking Customers
Thanking Customers
Expressing gratitude to customers, reinforces positive associations.
Empathy
Empathy
The ability to understand and share the feelings of another.
Warm Greeting
Warm Greeting
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Acknowledge Loyalty
Acknowledge Loyalty
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Study Notes
Building the United Brand
- Making eye contact when interacting with customers can help build the United brand.
- Thanking customers for flying United is a way to build the brand.
- Empathizing with customers by putting yourself in their shoes helps build the United brand.
- Providing a warm and friendly greeting can build the United brand.
- Acknowledging customer status and thanking customers for their loyalty contributes to building the United brand.
Additional Information
- 30% of eligible customers are 13 years or older and have an email address.
- Customers must not have previously participated in the email program.
- Emails with information on specific flights are sent 24-48 hours in advance for multi-leg trips randomly.
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