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".

1. Recession Fatigue Jeff Hough ISU WORKFORCE TRAINING

2. 1961

3. Dr. Milgram

4. Would Americans respond like the Nazis?

6. 40 Test Subjects

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

15. Why Not

21. Feeling a Loss of Control

23. Unfamiliar Territory

24. Traumatic Event

27. Preconceived Notions

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

34. Choices Choice

36. Recession Fatigue Jeff Hough hougjeff@isu.edu ISU WORKFORCE TRAINING