Five Keys Flashcards
1
Q
How do we always be courteous and professional?
A
- Recognize customers by name
- Be attentive, engaged and friendly.
- Keep your cool, show respect
2
Q
How do we build lasting relationships?
A
- Make a connection
- Take a personal interest in customers needs
- Listen, ask for feedback
- Establish trust
3
Q
How do we do the right thing?
A
- Use commonsense
- Be clear, upfront and honest
- Safeguard our customers
4
Q
How do we exceed expectations?
A
- Be proactive and anticipate needs
2. Go above and beyond
5
Q
How do we own customers issues start to finish?
A
- Apologize, take responsibility
- Offer options and find solutions
- Escalate issues when appropriate
- Always follow up
6
Q
What are the five keys?
A
- Always be courteous and professional
- Build lasting relationships
- Do the right thing
- Own customers issues start-to-finish
- Exceed expectations
