Customer Experience Questions and Answers

Here's the content of the image converted into a structured markdown format: ### Questions and Answers **What is Service Aptitude?** * The skill or natural ability. **What is the biggest factor in creating a world-class organization?** * Customer services. **How often should soft skills trai...

Here's the content of the image converted into a structured markdown format: ### Questions and Answers **What is Service Aptitude?** * The skill or natural ability. **What is the biggest factor in creating a world-class organization?** * Customer services. **How often should soft skills training occur in the first year for employees?** * Every 15 to 6 months. **What percentage of companies believe they provide superior customer service versus the companies that actually do?** * 80% believe in providing superior customer service while in reality only 30% actually do. **According to the training, what should a company obsess over?** * Customers' needs. **True or False: Customer experience should be dictated from the bottom up.** * False **True or False: If customers are only one discount coupon away from leaving your business, your quality lacking.** * True **True or False: Employee apathy leads to customer apathy.** * True. **True or False: Personalization is not an important part of creating a world-class experience.** * False. **True or False: The best way to measure customer experience is only through revenue growth.** * False. **The basis of Service Aptitude is:** * Empathy and authenticity. **Customers should not just get what they want, but what they:** * Need. **World-class organizations never compete on:** * Price; they compete on Experience. **One of the key factors of a great customer experience is reducing Service Defects:** * Customer focus. **Customer service is what you do, but customer experience is how you:** * Do it! **A customer writes a negative review about their long wait time for darshan and feeling ignored. What should you do?** * Offer a personalized apology. **A customer complains that they lost their luggage at your hotel. What is the best way to handle the situation?** * Provide the solution as telling them they'll find it. **An employee argues with a guest who wants a refund for an event they couldn't attend due to a medical condition. What should you do?** * Offer them explanation and apologize for the inconvenience. **Your customer service team is overwhelmed with calls. What should you do to improve the customer experience?** * Automate resolution or reduce average wait time. **If a team member is not enthusiastic about their job, what impact does this have on customer experience?** * It decreases the customer experience. **What does 'Zero Risk' mean in customer experience?** * Reducing the possibility of giving employees a negative attitude. **What is 'Service Recovery'?** * Solving customer issues or handling problems effectively. **What is an 'Employee Evangelist'?** * Employees maintaining high service standards. **Why is customer experience considered more important than price?** * Customer loyalty. **What is one example of a company that prioritizes experience over price?** * Zappos and Apple. **What does the phrase "We don't put people in Disney, we put Disney in our people" mean?** * Employees are the same high standards.