S4x /Trust

Question 1

It’s about building rapport while remaining aware of the demeanor you project through your body language and voice tone.

Answer 1

Be Warm and Friendly

Question 2

This behavior means they are fully prepared to take full responsibility of the customer’s needs.

Answer 2

Own it

Question 3

This behavior means to keep customers informed throughout each job using transparent communication, so work performed is explained and understood.

Answer 3

Set Clear Expectations

Question 4

This behavior shows they respect customer’s time by being efficient.

Answer 4

Make it Effortless

Question 5

This behavior is to promote the brand, products and services.

Answer 5

Be An Xfinity Ambassador

Question 6

This behavior is to express genuine gratitude by keeping promises, meeting needs, confirming satisfaction and providing a heartfelt thank you.

Answer 6

Show Appreciation

Question 7

C.A.R.E.S.

Answer 7

Customer Viewpoint, Automated Support, Reliability, Employee Empowerment, Simplification

Question 8

L.E.A.P.P.

Answer 8

Listen, Empathize, Acknowledge, Paraphrase, Present.

Question 9

R.A.R.E

Answer 9

Reverse, Acknowledge, Respond, Engage.