Recession Fatigue

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Post on 16-May-2015

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A presentation to help customer service individuals understand what consumers are feeling when they call in to a help line. This presentation was designed for specifically for the insurance industry, but has application for anyone that deals with customers and "claims".

TRANSCRIPT

  • 1. Recession Fatigue
    Jeff Hough
    ISU WORKFORCE TRAINING

2. 1961
3. Dr. Milgram
4. Would
Americans
respond like
the
Nazis?
5. 6. 40 Test Subjects
7. 8. 37 out of 40 participants administered the full range of shocks
9. The Research
10. Recession Fatigue
Dai Williams
11. Recession Fatigue
1990 1998
Study
12. 13. 14. 15. Why
Not
16. 17. 18. 19. 20. 21. Feeling a Loss of
Control
22. 23. Unfamiliar Territory
24. Traumatic Event
25. 26. 27. Preconceived Notions
28. 29. Let Them Blow
Let em Blow
30. Personal
31. With everything that has happened to you, you can either feel sorry for yourself or treat what has happened as a gift. Everything is either an opportunity to grow or an obstacle to keep you from growing. You get to choose.
Wayne Dyer
32. 33. 34. Choices
Choice
35. 36. Recession Fatigue
Jeff Hough
hougjeff@isu.edu
ISU WORKFORCE TRAINING