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Adriano M Customer Story – Answering Questions Facet

Interviewed: August 12, 2014
Video: 1 minute 9 seconds

Segment:  Engagement
Section:    Responsive
Facet:       Answering Questions

Discussion:

Adequate Explanations
Common Language
Too Technical

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  • Key Findings

    They were very good, able to explain anything that needed answering in laymen’s terms.

  • Transcript

    My Review Help

    OK, great, now Responsive. This is all regarding how quickly they get back to you. We talked about phone calls and emails and even returning them or replying to them. You kind of touched on that just a minute ago about how they were good about getting right back to you. As far as answering your questions, were they able to answer any questions that you had. I know you are driving this a little bit from your end as far as what’s going in there, but (and this kind of goes a little bit back to the whole knowledge thing, with the selection phase), but, I mean, did you feel like they answered your questions in a language that you could understand, without giving you a whole bunch of terms and stuff like that?

    Adriano

    Technical answers? Yeah, it’s not like talking to your stockbroker, where he’s using a bunch of large technical terms of the industry that make him sound smart, and you not understand it. They talk to you on a one-to-one level. They are trying to show how smart they are, and how smart you are not when it comes to this this type of thing. It’s completely helpful, it completely clear, it’s actually very, very easy to do.