Say NO to customer abuse of frontline customer service agents 3 steps to take
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NO person, even if it’s a team member who is working for your outsourced partner in another country, should face abuse, after all they are working for your brand! A scammer too should have a polite send off! (I will take that advice on board!) Participate with suggestions and actions to support organizations and our front line customer service agents halt abuse from customers.
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https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentationsCall8328958814 satta matka Kalyan result satta guessing
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Say NO to customer abuse of frontline customer service agents 3 steps to take
- 2. Say NO to customer abuse of frontline customer service agents 3 steps to take
- 3. Embody, define, track, train, support and provide professional counselling
- 4. Define clearly what constitutes abusive behaviour from customers and the different types and levels of abuse Track and monitor abusive behaviour Train your staff on how to handle these abusive behaviours Enshrine in the customer charter if you possess one! Embody your policy of 'no abuse' into customer contracts and communicate the expectation to your customer. Embody, define, track, train, support and provide professional counselling
- 5. Embody, define, track, train, support and provide professional counselling Provide internal support and time out areas / options (especially if remote working) Provide professional counselling where required ensuring that a culture of asking for help and routine follow up happens post incident.
- 7. Take action against the customer immediately – the days of ‘3 strikes are over!
- 8. Take stock: Understand and action organisational systems, processes, management approaches, policies etc causing these customer behaviours
- 9. HOW THE ORGANIZATION AND LEADERSHIP WILL BENEFIT BY TAKING A STAND AGAINST ABUSIVE CUSTOMERS
- 10. A stand against abusive customers represents the values that you uphold as an organisation It signals to employees and partners supporting your organisation and your brand that you stand by them. When leadership against abuse is demonstrated by senior management frontline employee engagement rises A stand will increase internal spotlight which in turn results in improved systems and efficiencies Skills and management techniques of supervisory staff and frontline workers will rise How the organization and leadership will benefit by taking a stand against abusive customers
- 11. A stand will be a significant step forward in the fight for mental health of frontline workers Benefits will spill over to other areas of the Organization How the organization and leadership will benefit by taking a stand against abusive customers
- 12. Need more information? Contact us Maria@cxsnapshotz.com