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Mastering CX Communication

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Questions and Answers

During which time period were the first ever customer support teams created?

1880-1940

1820-1880

1940-2000

1760-1820 (correct)

What is the primary driver of customer loyalty for any business?

Lower cost to retain loyal customers

Referrals from loyal customers

Consistency in customer service

Excellent CX communication (correct)

According to Performance.gov, what is the vision for CX in Federal agencies?

Reducing acquisition cost

Providing a simple, seamless, and secure customer experience (correct)

Ensuring consistent excellent CX

Driving trust in the agency

Which company launched the "800" number in 1970, allowing calls to reach agents without an intermediary operator?

AT&T Signup and view all the answers

Which question was generated by a 2003 research project led by Fred Reichhled at Bain & Company to measure customer experience across most industries?

How likely are you to recommend "Company X" to a friend or colleague? Signup and view all the answers

Which characteristic is crucial to success in customer service, especially in a call center setting?

Empathy Signup and view all the answers

What does a collaborative mindset in customer service focus on?

Working with the customer, coworkers, and other agencies Signup and view all the answers

What is the first step to communicate well in customer service?

Listening to the customer Signup and view all the answers

What are the seven key categories in which customers of HISPs gave strong positive feedback?

Trust, Satisfaction, Effectiveness, Ease, Efficiency, Transparency, Employee Signup and view all the answers

What is the main goal of the Federal government's core CX policy?

To ensure the public receives a simple, seamless, and secure digital experience Signup and view all the answers