Customer Experience Test Scenario This customer experience interaction

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Customer Experience Test Scenario This customer experience , interaction or experience fulfilled the customer

Customer Experience Test Scenario This customer experience , interaction or experience fulfilled the customer experience principles’ requirements Strongly Disagree • Be clear Be helpful Make it easier Do what you say Customer 1 st Training • • • Communicate using my language (‘Customer Speak)’ ‘What’s in it for me? ’ Manage my expectations Appreciate my context Give me guidance when I need it Provide me with options Respect my time Open when I need you to I tell you once You keep your word Show me you’ve got nothing to hide Keep me informed Strongly Agree Comments

Courageous Conversations Before: Questions to ask yourself _____________________________________ _____________________________________ _____________________________________ During: Your Actions Listen

Courageous Conversations Before: Questions to ask yourself _____________________________________ _____________________________________ _____________________________________ During: Your Actions Listen ________________ Check ________________ Speak ________________

My Customer 1 st Commitment I will start………………. . I will change……………. I will

My Customer 1 st Commitment I will start………………. . I will change……………. I will continue……………. . .