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We are Ready to SHINE!
Transcript of We are Ready to SHINE!
Approving customers giving high CSAT's
1. discover things
2. make better decisions
3. gain respect
4. find out more
5. uncover opportunities
Increases customer responsiveness
Increases customer satisfaction
Active Listening, you
What could have been done?
Benefits of Building Good Rapport
makes sales easier
customers give you the benefit of the doubt
promotes positive advertising
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.
You will get less of this...
...and more of these.
EKW + EMO + AS
Empathizing Key Words
Customer's Emotional State
usually your sense words...
What are you going to do to solve the customer's problem?
Let's put them all together...
you are right now.
(Here's what I am going to do to solve your problem immediately...)
Hopefully no more of these...
More of these...
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