Dear Participant of the Course "Leading Customer Experience from the Inside-Out"
Before you take this quiz please read the “Welcome Guide” of the course “Leading Customer Experience from the Inside-Out”!
This quiz consists of in total 10 questions. The maximum score you can achieve is 100 points. Each correctly answered question equals 10 points.
You need to answer minimum 8 questions correctly in order to pass the quiz – 80 points is the minimum passing score. You have 2 attempts to pass the quiz. Time limit to complete the quiz is 25 minutes.
We wish you success!
FINCA Development Academy
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)
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Empathizing
Challenging
Conceding
Ridiculing
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Listen to and empathize with customers
Resolve customer challenges with positive communication and innovation
Demonstrate care for customers
All of the above
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Self-Awareness
Self-Management
Avoiding people to avoid outbursts
A and B
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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.
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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
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Clarify facts
Ignore ridiculous ideas
Get in the shoes of the customer: develop hypothesis about customer’s deeper need.
A AND C
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Increases customer retention rates
Decreases employee morale
Speeds up attainment of portfolio goals
Improves competitiveness – for customers and employees
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
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