What is my CX archetype?

A short reflection quiz to help you recognise the protective response patterns you may move into during emotionally charged customer interactions.

Modern customer interactions are emotional.
This short reflection will help you recognise the protective response patterns you may move into under pressure.

Answer honestly and go with your first instinct.

Start

Question 1 of 12

I replay difficult customer conversations in my head long after they finish.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 2 of 12

When customers become emotional, I focus on solving the issue as quickly as possible.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 3 of 12

I sometimes feel myself becoming emotionally numb or transactional with customers.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 4 of 12

When conversations escalate, my mind can go blank.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 5 of 12

I feel responsible for making customers feel better emotionally.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 6 of 12

I sometimes avoid difficult customer conversations because they feel emotionally draining.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 7 of 12

When customers are highly emotional, I rely heavily on rules, policy, or process.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 8 of 12

I leave work emotionally exhausted from carrying other people’s stress.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 9 of 12

I can become defensive when customers are angry or unfair.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 10 of 12

I worry about saying the wrong thing during emotional conversations.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 11 of 12

I rush interactions because emotional conversations feel uncomfortable.

A

Often

B

Sometimes

C

Rarely

D

Never

Question 12 of 12

I genuinely care about customers, but lately I feel less patient than I used to.

A

Often

B

Sometimes

C

Rarely

D

Never

Confirm and Submit

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What is my CX archetype?

Modern customer interactions are emotional. This short reflection will help you recognise the protective response patterns you may move into under pressure. Answer honestly and go with your first instinct.

I replay difficult customer conversations in my head long after they finish.

When customers become emotional, I focus on solving the issue as quickly as possible.

I sometimes feel myself becoming emotionally numb or transactional with customers.

When conversations escalate, my mind can go blank.

I feel responsible for making customers feel better emotionally.

I sometimes avoid difficult customer conversations because they feel emotionally draining.

When customers are highly emotional, I rely heavily on rules, policy, or process.

I leave work emotionally exhausted from carrying other people’s stress.

I can become defensive when customers are angry or unfair.

I worry about saying the wrong thing during emotional conversations.

I rush interactions because emotional conversations feel uncomfortable.

I genuinely care about customers, but lately I feel less patient than I used to.

Confirm and Submit

Modern customer interactions are emotional.
This short reflection will help you recognise the protective response patterns you may move into under pressure.

Answer honestly and go with your first instinct.