Pillars

Question 1

(C) Customer Viewpoint

Answer 1

Think about it from the customer’s point of view and don’t waste their time.

Question 2

(A) Automated Support

Answer 2

Show customers that there are other convenient ways to do business with us.

Question 3

(S) Simplification

Answer 3

Make it easier to do business with us.

Question 4

(E) Employee Empowerment

Answer 4

Empower employees to always do what’s right for our customers; invest in training, tools and technology to give our employees all the information they need to answer customers’ questions and solve problems quickly.

Question 5

(R) Reliability

Answer 5

We’re working hard to make sure our products and our services are “always on” and we always do what we say we’re going to do.

Question 6

One of the keys to making the customer experience our best product is making sure everyone knows about our plan and that our customers begin to feel the difference we’re making each time they work with us

Answer 6

Our Customer Experience Pillars spell CARES and they give us a vision for where we’re going and how to focus our efforts in order to create loyalty and change perceptions.

Question 7

Our Customer Commitment

Answer 7

Our commitment to every customer: (MRS)

Respect your time
Simplify your experience
Make things right if we fall short

Question 8

WEST. It’s our business strategy, it’s where we live, and it describes the way we do business.

Answer 8

Winning Through Growth
Empty (Customer) Chair
Skilled and Empowered Workforce
The Right Way