Shipping and Branding
What is a Customer?
Our organization defines "customers" broadly, encompassing not only the final buyer but also internal transfers between CDCs and Will Calls.
What are the 4 Disc Dials?
D- Dominance (Driver)
I-Influence (Energizer)
S-Steadiness (Supporter)
C-Concientiousness (Analyst)
his metric, abbreviated as CES, measures the speed and friction of the customer experience by evaluating how easy it is to do business with the company.
Customer Effort Score
Extreme Ownership
This cognitive bias causes you to focus heavily on what just happened, potentially treating a recent outlier as a major trend.
Recency Bias
The maximum weight and length for a single package accepted by small package carriers.
150 lbs and 108 inches?
What are the 4 Layers of a Message?
Intention
Words
Tone
Interpretation
What is CSAT?
Customer Satisfaction Score - measures resolution quality and how satisfied a customer is with one specific, recent interaction
This principle says "Ego gets in the way of feedback, learning, and improvement"
Check the Ego
a sales system named this, which relies on asking fact-finding questions 50% to 75% of the time to avoid making assumptions.
Spin Selling
What are the two-part hand-written marking required on every outgoing cut using a paint marker, in addition to the adhesive label.
the Part Number and Total Footage
Finish the Quote: Most Leaders think their job is to have the right answers. In reality, your most valuable skill is having the right _________
Most Leaders think their job is to have the right answers. In reality, your most valuable skill is having the right questions- because you cant solve a problem you've already decided you understand
The Net Promoter Score (NPS) measures long term confidence and earned reputation by asking a single question. Give me an example of what that question may be
How likely are you to recommend us to someone you know
Managers need to communicate clearly with their teams and also help senior leadership understand challenges, risks, and recommendations. What Principle is this?
Lead Up and Down the Chain
What 3 questions should you ask yourself
What am i not seeing?
What else could be true?
What evidence am i unwilling to consider?
When splitting a master reel, you must rerun both cuts onto these, so the customer receives a consistent order.
like reels (same material, size, and drum diameter)
Accounting for roughly 90% of miscommunications seen by the HR team, this concept highlights the gap between what a speaker meant to say and how it actually landed with the listener.
Intent vs Impact
When we listen to the _______________, we are finding ways to sell more and discovering exactly where out internal teams and facing unnecessary friction
Voice of the Customer (VoC)
What principle says leaders often have to make the best decision the can with the information available?
Decisiveness Amid Uncertainty
The hardest interpretations to notice aren't about customers or our employees, they're about _______
The hardest interpretations to notice aren't about customers or our employees, they're about OURSELVES