SX4

Question 1

Create personal connection so customer feels valued and well cared for.

Answer 1

Be Warm and Friendly

Question 2

Do everything in your power to resolve the customer’s issue, instilling confidence and trust with customer.

Answer 2

Own it

Question 3

Recognize customer’s existing or intended relationship with company and acknowledge customer loyalty.

Answer 3

Show Appreciation

Question 4

Make all interactions quick and easy and promote self service options.

Answer 4

Make it effortless

Question 5

Customize conversation appropriately listening for cues and tailor response to customer experience.

Answer 5

Listen Actively and Respond

Question 6

Ask Thoughtful, relevant questions collaborating with the customer to define opportunity/issue and identify the best solution.

Answer 6

Discover Needs

Question 7

Promote Xfinity brand, products and service by demonstrating expertise so customer can feel excitement and enthusiasm.

Answer 7

Be an Xfinity Ambassador

Question 8

Keep customer accurately informed throughout interaction using transparent communication ensuring next steps are understood.

Answer 8

Set Clear Expectations