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Courtesy for Currency

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Customer experience is made up of a series of conversations.
In fact, it’s the foundation of it. So much depends on the conversation you have with your employees and customers. They determine whether or not your customers buy from you, if they keep doing business with you, and if you solve their problem. Conversations with successful outcomes build trust and confidence. Understanding how to master the lifecycle of a conversation is a differentiating skill between you and your competition.
Join Tara Paluck and Frank Mazza as we host a complimentary webinar where you’ll learn how to navigate the conversations with your employees and customers, and quickly solve the problem they’re bringing to the table.
Courtesy for currency will help you change the conversation.

ABOUT THE SPEAKERS
Tara Paluck has worked with over 20,000 frontline employees and Managers, across all business channels, developing and facilitating focus groups, professional development, sales skills, and Cx enhancement. Additionally, she has created and rolled out national Cx training programs. She consults on the design and needs of the customer and employee experience.
She blogs about Cx at uncustomeryexperience.com. You can follow her on twitter @TaraPaluck. Tara was also recently a 2015 Stevie Award judge.

Frank Mazza has worked with thousands of Managers and Supervisors through workshops focusing on sales skills, and Cx enhancement. He also has worked with a wide range of executive leaders through coaching and customized leadership workshops. Frank draws on over 30 years of experience as a corporate executive and an entrepreneur developing innovative solutions for strategy, change and leadership challenges.

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Courtesy for Currency

  1. 1. COURTESY FOR CURRENCY Being Polite Isn’t Enough
  2. 2. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
  3. 3. @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
  4. 4. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
  5. 5. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin About the person About the problem
  6. 6. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin About the person About the problem Polite Aware Concerned Willing
  7. 7. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin HOW DO I GAIN RESPECT? Polite Aware Concerned Willing Their attention A calm demeanor A friendly tone When I… Greet respectfully Sound interested Am friendly Customers give me…
  8. 8. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin Polite Aware Concerned Willing When I… Pay attention Confirm understanding Speak their language HOW DO I LISTEN? Valuable information Their trust Confirmation Customers give me…
  9. 9. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin Polite Aware Concerned Willing When I… Voice their frustration Express empathy Acknowledge the situation HOW DO I EXPRESS UNDERSTANDING? Cooperation Opportunity The whole story Customers give me…
  10. 10. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin Polite Aware Concerned Willing When I… Communicate solutions Take action Take ownership HOW DO I GO THE EXTRA MILE? Permission A Good Survey Loyalty Customers give me…
  11. 11. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin About the person About the problem Polite Aware Concerned Willing
  12. 12. @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
  13. 13. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin HOW?
  14. 14. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin HOW TO USE THIS Coaching tool Individual action plan Team building
  15. 15. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin Escalations okay good greatpoor Average Handle Time okay good greatpoor First Call Resolution okay good greatpoor Calls Per Day okay good greatpoor Employee and Customer Happiness okay good greatpoor COURTESY COIN & SUCCESS MEASUREMENTS
  16. 16. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin COURTESY COIN
  17. 17. @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 going. @fassforward fassforward.com @TaraPaluck uncustomeryexperience.com For more on Employee + Customer contact Maria Zorzos, our Chief Growth Officer: maria@fassforward.com 914-738-7200

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