Defining WOW
What is the primary goal of the "Culture of WOW" for customers, especially those using new QBO accounts?
Helping customers succeed and feel confident
This key action involves actively listening and expanding on little details customers share, going beyond simply asking how their day has been
Making Personal Emotional Connections
Learning to use positive, collaborative words helps to shape how customers feel towards you, Intuit, and _________
Quickbooks Online
What is the core principle that truly matters in this culture, more than strictly adhering to scripts?
Doing the right thing for the customer
When customers express feelings of anger, frustration, or being overwhelmed, you should always do these two things
Acknowledge and empathize
The source gives an example of a poor response: "I'm sorry, I can't help you with that. You will need to reach out to a different department." This phrase is said to give off what kind of meaning?
A negative meaning
What is important to remember about Average Handle Time?
It's an average, combining long and short calls.
Besides troubleshooting, you should provide this when you identify a customer's needs during a call
A tour in response to uncovered customer's needs
Name two examples of reassuring words or phrases mentioned in the sources
"You've got this!", "You're a pro!", "We will be happy to assist you," "I'll keep you updated on the progress," "Thank you for your patience," "I'd be happy to look into that for you," "Let me see if I got this right..."
According to Brad Smith, Board Member and Former CEO, this is the only way to measure success
Through the customers' eyes
What specific kind of attitude should you strive to adopt throughout the call with a customer?
A "WOW" attitude
Using phrases like "We, us, together" are examples of this type of language
Collaborative words and phrases
A longer call that genuinely helps someone and prevents future calls or frustration is considered this compared to a short call that leaves the customer confused is less valuable or more valuable?
After covering specific steps or processes, you should educate the customer on what was covered and how they can find this in the future, potentially following up with which resources?
Articles/support contact method
Talking with a smile has been shown to positively impact what?
Your tone of voice