Lasting Impressions

3. Being able to achieve a positive outcome when the interactions has been challenging
4. A two process that has to be effective to provide service excellence
6. You can find out if these have been met at the end of a customer interaction
7. Important to get all the facts from the customer without distraction
8. Created through experience that customer has with brand where they naturally become advocates
9. The process of working together to reach a common goal
10. A Non-Verbal way of communication

1. Developed as a result of a single or number of positive experiences when interacting with customers.
2. Understanding the emotions of yourself and others in different interactions
5. Customer is aware of several points of very high levels customer service during the interaction