Performance Facts
What is the QA Pass mark
90%
Who is the founder of ResetSmile?
Clay Teufel and Justin Marks
What is a PR?
Performance Reviw
What is an empathy statement?
An empathy statement is a short phrase used to acknowledge and validate what the customer is feeling before moving into problem-solving
Why do we have targets?
To maintain performance, monitor progress, and identify gaps and any potential challenges
When was ResetSmile Founded
2022
Who is our Delivery Director
Shanna
What is active listening, and how do you show it on a call?
Active listening is fully concentrating on and processing what the customer is saying.
Paraphrasing, Asking clarifying questions, Not interrupting
what does it mean to miss a KPI?
it will affect performance bonuses, and questions are raised around why.
What material(s) make up the ResetSmile Device gums and teeth
Valpalst- Gums/Acrylic- Teeth
Net Revenue Retention is awarded when margins are maintained for 6 months, no attritions, no invoice discounts
What are the key steps to calm down an irate customer
Why and when do performance targets get raised
Why: to maintain continuous improvement
When: typically when targets are met consistently (anywhere between 3-6 months) and there is room for growth
What guarantee does ResetSmile offer if a customer isn't satisfied?
ResetSmile offers a 100-day money-back guarantee
When was Influx Founded
2013
What does CSAT & DSAT Mean
CSAT- CS Satisfaction DSAT-CS Dissatisfaction