Reflect on a recent interaction you had with an internal or external customer as a provider (over the telephone, in person, via e-mail, or through any other means).

If you do not deal with customers, think of a situation that you recently experienced as a customer and answer the questions based on your experience.

Immediately after the interaction, if someone had handed the customer a piece of paper and asked him or her to write down impressions of the treatment received from you, what would he or she likely have said?

Why do you believe the customer would have said this?