Execution
A customer calls in, frustrated because their delivery has been delayed multiple times. You take full responsibility for resolving the issue, ensuring the customer receives a clear and accurate update, and work to expedite their order to restore their trust.
What is Responsibility?
The customer is upset and feels like their issue is too complex to be resolved quickly. You need to assure them while encouraging them to stay engaged.
What is Positivity?
A customer who frequently returns products is calling in to return another item. You analyze the customer's history to understand the root cause of their dissatisfaction and provide insights into better-fitting products or solutions moving forward.
What is Intellection?
The customer is hesitant to accept your solution and needs some encouragement to take the next step in resolving their issue. You want to create momentum and excitement to get them moving forward.
What is Activator?
The customer is experiencing multiple delivery delays and seems frustrated. You need to offer a clear solution while considering the long-term resolution options for their account and deliveries.
What is Futuristic?
A customer calls in to report multiple defective products they've purchased. Despite the high volume of returns, you systematically address each issue, ensuring a quick resolution and providing clear instructions for the return process.
What is Discipline?
When a customer calls about receiving a damaged item, you instinctively know how to put yourself in their shoes, showing genuine concern and offering reassurance during the process.
What is Empathy?
A customer is upset and challenging you, questioning the company's return policy. You use your authoritative presence to calmly take charge of the situation, assertively communicating the policy and offering a fair solution.
What is Command?
The customer feels unsure about the solution you're offering, and you need to explain the benefits in a way that makes them feel confident and comfortable with your advice.
What is Communication?
The customer is unsure of how many points they’ve accumulated through their Lowe's Card purchases, and they're asking how to use them effectively. You need to break down the points system and explain it in simple terms.
What is Analytical?
A customer wants a specific product, but it's out of stock. You take the initiative to find an alternative solution, either by arranging a special order or suggesting a comparable item. You ensure the customer gets what they need, even if it means going the extra mile
What is Arranger?
A customer receives the wrong item and feels frustrated. You use this strength to build a rapport with the customer, allowing them to feel understood while you work to make it right.
What is Relator?
A customer is unsure about what type of lawnmower would work best for their large yard. You take the time to listen to their needs and offer personalized suggestions, helping them feel confident in their choice.
What is Individualization?
The customer has already spoken to multiple agents and is frustrated by the lack of progress. You need to quickly build trust and rapport to turn the conversation around.
What is WOO? (Winning Others Over)?
A customer is frustrated because their recent purchase didn’t seem to earn the expected reward points, and they're asking for a detailed review of their purchase history. You need to assess the data and walk them through it to identify any discrepancies.
What is Context?
A customer wants to change the delivery address at the last minute, but you carefully evaluate the logistics to make sure that the change is possible and that everything goes smoothly without disrupting the schedule.
A customer is upset that a product they want is out of stock. You use this strength to offer alternatives that still meet their needs, creating a positive outcome despite the setback.
What is Positivity?
A customer has made multiple returns in a short period. You analyze their buying patterns and make strategic recommendations, potentially suggesting different products that may better meet their needs or offering them a special promotion.
What is Strategic?
The customer seems indecisive and you need to guide them toward making the best decision for their situation, showing them that it’s the right choice without pushing too hard.
What is Maximizer?
A customer is confused about the steps involved in returning a product they purchased online. You gather all the necessary information to guide them through the return process, using your knowledge to help them navigate the system efficiently.
What is Input?
A customer is dissatisfied with the product quality and is on the verge of cancelling their order. You remain calm, take full responsibility, and work with the customer to identify a better product or solution, showing that you will do whatever it takes to make it right.
When dealing with a difficult situation where a customer feels alienated, you use this strength to make sure no one is excluded from finding a resolution, helping the customer feel welcome and included.
What is Includer?
A customer calls in to complain about inaccurate product information they received online. You investigate the issue thoroughly and ensure that the correct product details are provided, offering a solution that compensates for the error.
What is Belief?
The customer is questioning whether they can rely on the solution you’re providing. You need to instill confidence and reassure them that the solution will meet their needs.
What is Self-Assurance?
A customer calls in about a new return policy that has changed recently, and they're unsure how it applies to their case. You clearly explain the reasoning behind the policy changes and offer a future-focused perspective on how it benefits customers.
What is Futuristic?