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CUSTOMER EXPERIENCE WHEEL
Madi Ferris
Created on September 14, 2023
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Transcript
Spin the wheel!
#PeopleFirst
Customer Experience WHEEL
0 POINTS
FOR 25 POINTS
JoAnn is doing a deposit at your desk and tells you she is getting married next month. What could you do with this information?
25 POINTS
RIGHT!
Keep spinning the wheel!
25 POINTS
FOR 100 POINTS
You and the only other CSS up front are both helping customers when a third customer walks in – what do you do?
125 POINTS
RIGHT!
Keep spinning the wheel!
125 POINTS
FOR 75 POINTS
Bob calls in wanting to know the payment amount for his sister, Suzie’s, loan because he is making her payment for her this month. He is not a signer on the loan. What should you tell him?
200 POINTS
RIGHT!
Keep spinning the wheel!
200 POINTS
FOR 250 POINTS
A customer comes in and says they have an appointment with Isaiah Seefried. What can you offer the customer while they wait for Isaiah to be ready?
450 POINTS
RIGHT!
Keep spinning the wheel!
450 POINTS
FOR 25 POINTS
You watched a coworker have an amazing customer interaction. What do you do? Show me where you would do this.
475 POINTS
RIGHT!
Keep spinning the wheel!
475 POINTS
FOR 250 POINTS
What are the "little things" that we do on the frontline to give customers an excellent experience?
725 POINTS
RIGHT!
Keep spinning the wheel!
725 POINTS
FOR 50 POINTS
You’ve been wanting to take a 2-week vacation to Hawaii because it’s cold. You see super cheap flights – do you book them now and assume your team will cover for you?
775 POINTS
RIGHT!
Keep spinning the wheel!
775 POINTS
FOR 25 POINTS
One of your fellow CSS’s is on lunch and the other is in back running proof work. You have to go to the restroom. What do you do?
800 POINTS
RIGHT!
Keep spinning the wheel!
800 POINTS
FOR 200 POINTS
A customer comes in frustrated because they were charged a fee on their account. What can you do for the customer? What can you do after they leave?
1000 POINTS
RIGHT!
Keep spinning the wheel!
1000 POINTS
FOR 500 POINTS
You’re talking to a customer and they mention they just bought a car and are shopping around for car insurance. What can you do with this information?
1500 POINTS
CONGRATULATIONS!
Choose your prize:
Pet
Box
Travel
1000 POINTS
CONGRATULATIONS!
Choose your prize:
Pet
Box
Travel
1000 POINTS
CONGRATULATIONS!
Choose your prize:
Pet
Box
Travel
THE BOX IS EMPTY
1000 POINTS
CONGRATULATIONS!
Choose your prize:
Pet
Box
Travel
TRY AGAIN!