Five Keys

Question 1

How do we always be courteous and professional?

Answer 1

1. Recognize customers by name
2. Be attentive, engaged and friendly.
3. Keep your cool, show respect

Question 2

How do we build lasting relationships?

Answer 2

1. Make a connection
2. Take a personal interest in customers needs
3. Listen, ask for feedback
4. Establish trust

Question 3

How do we do the right thing?

Answer 3

1. Use commonsense
2. Be clear, upfront and honest
3. Safeguard our customers

Question 4

How do we exceed expectations?

Answer 4

1. Be proactive and anticipate needs

2. Go above and beyond

Question 5

How do we own customers issues start to finish?

Answer 5

1. Apologize, take responsibility
2. Offer options and find solutions
3. Escalate issues when appropriate
4. Always follow up

Question 6

What are the five keys?

Answer 6

1. Always be courteous and professional
2. Build lasting relationships
3. Do the right thing
4. Own customers issues start-to-finish
5. Exceed expectations