Post-quiz Leading Customer Experience From The Inside-out (V 4.0)

1. John was having trouble with a FINCA branch office in the region he supervises that was consistently late each month in getting needed information to John. He decided he'd better do something about it. A year ago, before having taken the CE program, John would have gone to the manager of that branch office and angrily demanded better service. Now recognizing the internal customer relationship between the branch managers and him, John decides to calmly invite a conversation to get to the heart of and resolve the problem. What approach is John's behavior an example of?

Fighting for your rights.

Managing one’s mood and its impact on internal and external customers.

Assuming a negative intention of the other person.

Giving up.

John's behavior is an example of managing one's mood and its impact on internal and external customers. Instead of reacting angrily and demanding better service, John recognizes the importance of maintaining a positive relationship with the branch manager. He chooses to calmly invite a conversation to understand and resolve the problem, demonstrating emotional intelligence and professionalism. This approach shows that John understands the significance of managing his own emotions and how it can positively influence both internal and external customers.

Explanation

John's behavior is an example of managing one's mood and its impact on internal and external customers. Instead of reacting angrily and demanding better service, John recognizes the importance of maintaining a positive relationship with the branch manager. He chooses to calmly invite a conversation to understand and resolve the problem, demonstrating emotional intelligence and professionalism. This approach shows that John understands the significance of managing his own emotions and how it can positively influence both internal and external customers.

2. Samantha arrived angry that she had not gotten the loan repayment terms she wanted from FINCA. Jacob met with her and asked her to explain what had happened. She was surprised that he let her explain fully the problem and seemed to really understand her upset. He apologized for a mistake his office had made and told her that he would find out what could be done and get back to her before the end of the week about next steps. Which strategy did Jacob use?

FUN (Fight for your position, uncover their weaknesses, and negate their perspective)

HEAT (hear them out, empathize, acknowledge and apologize, and take positive action)

COOL (capture their attention, organize your thoughts, offer to give whatever they want, leave the conversation quickly)

RUN (React emotionally, be Unruly, Name them a troublemaker)

Jacob used the HEAT strategy. He listened to Samantha's explanation fully, empathized with her, acknowledged her upset, and apologized for the mistake his office had made. He also assured her that he would find a solution and get back to her before the end of the week. This strategy shows that Jacob is actively trying to understand Samantha's perspective, take responsibility for the mistake, and take positive action to resolve the issue.

Explanation

Jacob used the HEAT strategy. He listened to Samantha's explanation fully, empathized with her, acknowledged her upset, and apologized for the mistake his office had made. He also assured her that he would find a solution and get back to her before the end of the week. This strategy shows that Jacob is actively trying to understand Samantha's perspective, take responsibility for the mistake, and take positive action to resolve the issue.

3. Atsuko has traditionally been focused on numbers and tasks and less on people. She is now concentrating her personal development efforts on improving the quality of her relationships both internally and externally. Currently, she is focusing on putting herself in the customer's shoes, spending more time considering what matters to the customer (both internal and external). What CE behavior is Atsuko practicing?

Empathizing

Challenging

Conceding

Ridiculing

Atsuko is practicing the behavior of empathizing. She is putting herself in the customer's shoes and spending more time considering what matters to them. This shows that she is trying to understand and relate to the emotions and experiences of the customer, which is a key aspect of empathizing.

Explanation

Atsuko is practicing the behavior of empathizing. She is putting herself in the customer's shoes and spending more time considering what matters to them. This shows that she is trying to understand and relate to the emotions and experiences of the customer, which is a key aspect of empathizing.

4. Elliott's team has gone stale. They keep identifying the same loan terms and solutions for every customer that comes in and Elliott has received complaints that customers don't feel that loan officers are understanding their situations. Which of the following CE behaviors would help Elliott's team be more successful in meeting customer's immediate and future needs.

Listen to and empathize with customers

Resolve customer challenges with positive communication and innovation

Demonstrate care for customers

All of the above

All of the above behaviors would help Elliott's team be more successful in meeting customer's immediate and future needs. By listening to and empathizing with customers, the team can better understand their individual situations and tailor loan terms and solutions accordingly. Resolving customer challenges with positive communication and innovation shows that the team is proactive in finding solutions and addressing any issues that may arise. Demonstrating care for customers further enhances the team's ability to build trust and provide personalized service. By combining all of these behaviors, Elliott's team can improve customer satisfaction and better meet their needs.

Explanation

All of the above behaviors would help Elliott's team be more successful in meeting customer's immediate and future needs. By listening to and empathizing with customers, the team can better understand their individual situations and tailor loan terms and solutions accordingly. Resolving customer challenges with positive communication and innovation shows that the team is proactive in finding solutions and addressing any issues that may arise. Demonstrating care for customers further enhances the team's ability to build trust and provide personalized service. By combining all of these behaviors, Elliott's team can improve customer satisfaction and better meet their needs.

5. Jose received feedback that he needs to work on his emotional intelligence, especially in getting his outbursts under control. He wasn't aware that his behaviors were a problem before this feedback conversation. What aspects of emotional intelligence may be beneficial to Jose?

Self-Awareness

Self-Management

Avoiding people to avoid outbursts

A and B

Jose can benefit from both self-awareness and self-management in improving his emotional intelligence. Self-awareness involves recognizing and understanding one's own emotions, strengths, weaknesses, and triggers. By developing self-awareness, Jose can become more conscious of his outbursts and the impact they have on himself and others. Self-management, on the other hand, involves regulating and controlling one's emotions and behaviors. By enhancing his self-management skills, Jose can learn to effectively manage his outbursts and respond to challenging situations in a more controlled and constructive manner. Avoiding people to avoid outbursts is not a recommended approach as it does not address the underlying issue and can lead to isolation and ineffective communication.

Explanation

Jose can benefit from both self-awareness and self-management in improving his emotional intelligence. Self-awareness involves recognizing and understanding one's own emotions, strengths, weaknesses, and triggers. By developing self-awareness, Jose can become more conscious of his outbursts and the impact they have on himself and others. Self-management, on the other hand, involves regulating and controlling one's emotions and behaviors. By enhancing his self-management skills, Jose can learn to effectively manage his outbursts and respond to challenging situations in a more controlled and constructive manner. Avoiding people to avoid outbursts is not a recommended approach as it does not address the underlying issue and can lead to isolation and ineffective communication.

6. Zeynep came to work at FINCA after working for a company that was focused on customer service. She is confused after hearing her coworkers use the term "customer experience." Her manager, Ayse, wants to explain this concept to her since it is a critical part of FINCA's cultural transformation. Which of the following should Ayse say to Zeynep to explain the distinction between customer service (CS) and customer experience (CE)?

CS is about delivery; CE is about strategy.

CS happens when there is a problem; CE is happening all the time.

CS is about closing gaps; CE is about deepening understanding and relationship.

All of the above.

The correct answer is "All of the above." All of the statements mentioned in the answer options are valid explanations for the distinction between customer service (CS) and customer experience (CE). CS is reactive and occurs when there is a problem, while CE is proactive and happens all the time. CS focuses on closing gaps and resolving issues, whereas CE is about deepening understanding and building relationships. Additionally, CS is primarily concerned with the delivery of products or services, while CE involves a strategic approach to ensure a positive overall experience for the customer.

Explanation

The correct answer is "All of the above." All of the statements mentioned in the answer options are valid explanations for the distinction between customer service (CS) and customer experience (CE). CS is reactive and occurs when there is a problem, while CE is proactive and happens all the time. CS focuses on closing gaps and resolving issues, whereas CE is about deepening understanding and building relationships. Additionally, CS is primarily concerned with the delivery of products or services, while CE involves a strategic approach to ensure a positive overall experience for the customer.

7. Julia's team is struggling with an external customer challenge and need innovative new solutions to it. They have decided to use the 5 Step Customer Innovation Thinking Process to come up with new approaches. Which of the following steps is part of the Customer Innovation Thinking Process?

Clarify facts

Ignore ridiculous ideas

Get in the shoes of the customer: develop hypothesis about customer’s deeper need.

A AND C

The correct answer is A AND C. The Customer Innovation Thinking Process includes the steps of clarifying facts and getting in the shoes of the customer to develop a hypothesis about their deeper need. By clarifying the facts, Julia's team can gather all the necessary information about the customer challenge and understand the problem better. Getting in the shoes of the customer helps them empathize with the customer and think from their perspective, which can lead to innovative solutions.

Explanation

The correct answer is A AND C. The Customer Innovation Thinking Process includes the steps of clarifying facts and getting in the shoes of the customer to develop a hypothesis about their deeper need. By clarifying the facts, Julia's team can gather all the necessary information about the customer challenge and understand the problem better. Getting in the shoes of the customer helps them empathize with the customer and think from their perspective, which can lead to innovative solutions.

8. Jorge has been under a lot of stress lately – both at work and at home. He remembers some techniques he learned in the CE course and decides he will begin practicing some of them starting that day. Which of the following would NOT support Jorge in managing his stress?

Stay awake longer in order to get more done each day

Talk with a friend or family member about the stress he’s feeling

Breathe deeply

Do something fun or meaningful

Staying awake longer in order to get more done each day would not support Jorge in managing his stress. Lack of sleep can actually increase stress levels and decrease overall well-being. It is important for Jorge to prioritize self-care and ensure he gets enough rest to effectively manage his stress.

Explanation

Staying awake longer in order to get more done each day would not support Jorge in managing his stress. Lack of sleep can actually increase stress levels and decrease overall well-being. It is important for Jorge to prioritize self-care and ensure he gets enough rest to effectively manage his stress.

9. Katherine is a new manager and has scheduled her first meeting with her team. She wants to establish herself with the group, letting them know a bit about her management philosophy including the benefits she sees in FINCA's Customer Experience approach. Which of the following would NOT be on that list of CE benefits?

Increases customer retention rates

Decreases employee morale

Speeds up attainment of portfolio goals

Improves competitiveness – for customers and employees

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Explanation

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10. Susan is worried. Despite her team taking on a more customer-centric approach to their work, the group is still not as energized as she had hoped they would be. They are demonstrating warmth and care for customers and are empathizing and listening deeply – and demonstrating many of the CE behaviors Susan learned about in class, so she is happy about that. What she has noticed however is they seem a bit hesitant with her, their supervisor. She was hoping the new CE behaviors would be enough to reinvigorate their motivation, but something seems to be missing. What CE behavior might Susan have forgotten to do with her team as they shift to stronger CE behaviors?

Find creative ways to motivate and reward CE successes

Ignore emotions that she doesn’t understand

Focus only on the # of loans during a particular month

None of the above

Susan may have forgotten to find creative ways to motivate and reward CE successes with her team. While they are demonstrating many customer-centric behaviors, they seem hesitant with her as their supervisor. Motivating and rewarding their successes in implementing CE behaviors can help reinvigorate their motivation and create a positive work environment. By recognizing and celebrating their efforts, Susan can encourage her team to continue their customer-centric approach and feel valued for their contributions.

Explanation

Susan may have forgotten to find creative ways to motivate and reward CE successes with her team. While they are demonstrating many customer-centric behaviors, they seem hesitant with her as their supervisor. Motivating and rewarding their successes in implementing CE behaviors can help reinvigorate their motivation and create a positive work environment. By recognizing and celebrating their efforts, Susan can encourage her team to continue their customer-centric approach and feel valued for their contributions.