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Question 1 1. Which is the best example for responding to feedback and letting the customer know that the feedback will be used?
Question 2 2. What is a strategy for being effective with customer experience management?
Question 3 3. What two things should responses to feedback always contain?
Question 4 4. Why manage the total customer experience?
Question 5 5. What is total customer experience?
Question 6 6. What is customer experience management?
Question 7 7. Which of the following is the BEST explanation for why knowing your products and services creates value?
Question 8 8. When an employee doesn't know the products or services that he is selling, he provides _____ and the products and services _____.
Question 9 9. When can we evaluate a customer's opinion of our business?
Question 10 10. What is a way to make customer experience management easier for your company?
Question 11 11. When providing information to your team, you should always:
Question 12 12. Why is it important to set clear expectations of the position?
Question 13 13. Why is patience an important attribute of a customer service manager?
Question 14 14. Jillian needs to address a mistake that was made by Sally, a member of her team. Sally is dedicated and diligent and rarely makes mistakes. What is the BEST way for Jillian to handle this?
Question 15 15. Laura needs to deliver information to her team of customer service representatives about a new product that's about to hit the market. What's the BEST way to prepare the team for questions they may receive?
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