1
Show Empathy
Listen to My Enquiry
TRUE OR FALSE - Must confirm 3 points of ID before starting an outbound call?
FALSE
when would you Set Expectations
Beginning - Listen to My Enquiry
when would you educate a customer
Middle - educate
Clarifying reasons for call
Beginning - listen to my enquiry
TRUE OR FALSE - let the customer control the call
False - Conversation control - keep conversation flowing and on track
End - Wrap up with Care
Providing confidence to customer
throughout the conversation - interact with me
Check in - Check for understanding
Throughout Conversation
TRUE OR FALSE - as part of the empower model you should give personal advise to help the customer make the best decision
Recognize Milestones and Tenure
Throughout conversation - interact with me
Act with others in Mind
End - Follow Through
End - Follow Through
True or False - Solve customer enquiry is in the End Wrap Up with care catergory?
False - Action customer purpose
What are the Middle Sections of the Empower model called
Action customer purpose and educate
TRUE OR FALSE - There is a SharePoint available on the Suncorp Browser
True!! - can find this simply by searching empower in the search bar on the suncorp browser!
L.E.A.P
WHO SAID IT?
"The Empower Conversation Model is a critical part of meeting our North Star and equips our people to make the complex simple and deliver customer leading experiences.”
4 steps to success
Be ready, Pratice customer obsession, have empowered conversations, own your development
Telling the customers about the online portals and Apps is apart of the.....
Middle - Educate