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We are Ready to SHINE!

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by

John Catalan

on 15 June 2013

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Transcript of We are Ready to SHINE!

Irate customers
Approving customers giving high CSAT's
1. discover things
2. make better decisions
3. gain respect
4. find out more
5. uncover opportunities
OUR
For the
business
, smiling...
Increases customer responsiveness
Enhances trust
Increases customer satisfaction
Active Listening, you
What could have been done?
Use the
Benefits of Building Good Rapport
makes sales easier
customers give you the benefit of the doubt
promotes positive advertising
NURTURE
INTERACT
HEAR
SMILE
How do you go beyond expectations?
We are also customers.
We want to be treated in the same way as we should treat our customers.
He didn't have to, but he did it anyway.
EXCEED
SHINE|
s
mile.
h
ear.
i
nteract.
n
urture.
e
xceed.

SUCCESS
PLATFORM
TO
In
You will get less of this...
...and more of these.
EKW + EMO + AS
formula
understand
know
see
Empathizing Key Words
Frustrated
Angry
Upset
Disappointed
Customer's Emotional State
usually your sense words...
Assurance
What are you going to do to solve the customer's problem?
Let's put them all together...
I
(EKW)
how
(EMO)
you are right now.
(Here's what I am going to do to solve your problem immediately...)
not this...
but this...
Hopefully no more of these...
More of these...
OBJECTIVES
To follow a Coaching Methodology that we can call as standard across all Concentrix sites (covering all geographies)
To increase visibility on our organization’s efforts to deliver excellent customer service
To have a single language of communication on CSAT improvement
Full transcript