1 10 . 1 11 . 1 . 12 . 1 . 13 . 1 14 . 1 . 15 . 1 . 16. 1 . 17 . 1 .18. 1 19. 1 . 20 . 1 . 21 . 1 . 22. 1 Need Driver CTQ Measure Solutions given by representatives meets the Knowledgeable needs and wants of the customer Representatives Giving answers to the questions on the spot Assessing the customer what they want Good Customer Service Friendly Representatives Greeting customer by his/her name The customer is not interrupted when he/she is speaking Listening to customer's requests/issues and giving solutions Short wait time Solving the issues in 5 min Transferring the customer to other representatives who are free da) Accessibility: Investigate "Focus Lo