courtesy for currency
TRANSCRIPT
COURTESY FOR CURRENCYBeing Polite Isn’t Enough
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
HINT: It generally won’t cost the business money
Source: 2013 Rage Study sponsored by ASU Center for Leadership, designed by CMCC and conducted by NOVO 1
CUSTOMER RAGE: What customers who complain really want
To be treated with dignity
An assurance that my problem would not be repeated
Offending company put itself in my shoes
My product repaired/ service fixed
An explanation of why the problem occurred
A thank you for my business
An apology
To be talked to in everyday language; not a scripted response
Just to express anger/ tell my side of the story
My money back
A free product or service in the future
Financial compensation for lost time/ inconvenience/ injury
Revenge
Other
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
About the person About the problem
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
About the person About the problem
Polite Aware
Concerned Willing
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
HOW DO I GAIN RESPECT?
Polite Aware
Concerned Willing
Their attentionA calm demeanorA friendly tone
When I…Greet respectfullySound interested Am friendly
Customers give me…
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
Polite Aware
Concerned Willing
When I…Pay attentionConfirm understandingSpeak their language
HOW DO I LISTEN?
Valuable informationTheir trustConfirmation
Customers give me…
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
Polite Aware
Concerned Willing
When I…Voice their frustrationExpress empathyAcknowledge the situation
HOW DO I EXPRESS UNDERSTANDING?
CooperationOpportunityThe whole story
Customers give me…
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
Polite Aware
Concerned Willing
When I…Communicate solutionsTake actionTake ownership
HOW DO I GO THE EXTRA MILE?
PermissionA Good Survey Loyalty
Customers give me…
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
About the person About the problem
Polite Aware
Concerned Willing
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
Source: 2013 Rage Study sponsored by ASU Center for Leadership, designed by CMCC and conducted by NOVO 1
CUSTOMER RAGE: What customers who complain really want
To be treated with dignity
An assurance that my problem would not be repeated
Offending company put itself in my shoes
My product repaired/ service fixed
An explanation of why the problem occurred
A thank you for my business
An apology
To be talked to in everyday language; not a scripted response
Just to express anger/ tell my side of the story
My money back
A free product or service in the future
Financial compensation for lost time/ inconvenience/ injury
Revenge
Other
ConcernedPolite Aware Willing
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
HOW?
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
HOW TO USE THIS
Coaching tool
Individual action plan
Team building
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
Escalations
okay good
greatpoor
AverageHandle Time
okay good
greatpoor
First CallResolution
okay good
greatpoor
Calls Per Day
okay good
greatpoor
Employee andCustomerHappiness
okay good
greatpoor
COURTESY COIN & SUCCESS MEASUREMENTS
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
COURTESY COIN
@fassforward © 2015 fassforward Consulting Group # CourtesyCoin
We believe if you want to change your business,change the conversation.People have to see themselves in the picture,and be in the conversation with you.
Let’s keep the conversation [email protected]
@TaraPaluckuncustomeryexperience.com
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