Paul Mucci

Section 1. (Immersion)

1. We review our signage and customer communication regularly, and correct any negative statements. Somewhat Disagree
2. We have measurements in place that let us know if our service is meeting customer expectations. Somewhat Agree
3. We adhere to a simple set of standards that make it clear to our team what they should always and never do when representing our brand. Somewhat Agree
4. We have someone in charge of our customer experience, and a team that meets regularly to focus on improving our service levels. Strongly Disagree
5. When implementing new initiatives, we follow a process that includes training and clear expectations of our team Neutral

Section 2. (Customer Experience Action Statement)

1. Our employees understand what our customers may be going through and demonstrate compassion and empathy. Somewhat Disagree
2. We have an action statement, separate from our mission and values, that guides our team and creates a culture that is obsessed with providing a great experience. Somewhat Agree
3. All team members understand how their individual role impacts the experience we deliver. Somewhat Agree

Section 3. (Relationship Building)

1. All team members are trained on skills to build rapport with customers. Somewhat Agree
2. Our employees are trained to listen for customer information presented beyond what is necessary for the transaction, including family, occupation, recreation, and dreams (F.O.R.D.). Somewhat Disagree
3. We have a system to use the customer information employees have captured to personalize future experiences. Strongly Disagree

Section 4. (Customer Experience Cycle)

1. We have a training manual that includes service standards our team must deliver along with our operational standards. Somewhat Disagree
2. We are aware of common service defects that may occur and train employees to anticipate and avoid these. Neutral
3. Our service is excellent- regardless of whom the customer encounters, what day of week it is or what time of day they contact us. Somewhat Agree

Section 5. (Zero risk)

1. We receive very few customer complaints. Somewhat Agree
2. We have protocol in place to address upset customers and challenging situations. Neutral
3. All employees are confident to satisfy a customer complaint, regardless of whose fault it may be. Neutral
4. Our organization encourages feedback and customers can easily communicate with senior leadership. Somewhat Agree

Section 6. (World-class Internal Culture)

1. We have effective interdepartmental communication. Somewhat Agree
2. Our team members and departments understand how their work impacts each other. Neutral
3. Our different departments know what it’s like to walk in each other’s shoes and display empathy and compassion with each other. Neutral
4. Each of our departments have high morale and low employee turnover. Somewhat Disagree

Section 7. (World-class Leadership)

1. Our leaders are trained to lead and coach within a service-oriented culture. Neutral
2. Our leaders know how to create accountability while building morale. Neutral
3. Our leaders have weekly one on one meetings with their direct reports. Somewhat Agree
4. We attract, hire, and retain service-minded employees. Neutral
5. We have a system in place to celebrate employee achievements. Somewhat Disagree

Section 8. (Above and Beyond Culture)

1. We document and share stories of employees going above and beyond for our customers. Neutral
2. We recognize and reward employees for going above and beyond for customers. Strongly Agree
3. Our team is trained and empowered to go above and beyond for our customers. Somewhat Disagree
4. We recognize and share stories of team members going above and beyond for other team members. Neutral
5. Our team is trained to constantly look for ways to exceed customer expectations. Strongly Disagree