Ownership

Question 1

4

Answer 1

Effortless Customer Experience ** Embraced responsibility for the customer’s needs and took steps to make it convenient and easy for the customer.

Question 2

3

Answer 2

Low Customer Effort ** Provided a clear explanation on what will happen next. ** Took responsibility for the customer’s needs or ensured that an escalation/transfer was to the appropriate area for FCR. ** Internal only - Efficiently sent Service Request or completed maintenance/research.

Question 3

2

Answer 3

High Customer Effort **Failed to supply a clear explanation of next steps. ** Attempted to avoid taking responsibility for the customer’s needs. **Did not efficiently handle the customer’s request.

Question 4

1

Answer 4

High Customer Effort **Failed to supply a clear explanation of next steps. ** Attempted to avoid taking responsibility for the customer’s needs. **Did not efficiently handle the customer’s request.