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Handling Quality Issues
Response Times
Effective Solutions
Handling Delivery Misunderstanding
Capstone
100
Use R.A.M when handling quality issues
What is Receive, Appease, Manage
100
Theory proposed by Einstein that states that space and time are relative concepts rather than absolute concepts.
What is Einstein's Theory of Relativity
100
4 Reasons for connecting to customer's emotionality
What is 3x more likely to recommend 3x more likely to re-purchase Less Likely to shop around (44% rarely/never) Less price sensitive
100
Being able to see things from the customer's perspective.
What is Practicing Empathy
100
What is the EEC Method
What is Feedback Process: Example Effect Changing
200
This means telling your customers how ATMI's products are different when "pitching" them the company's products.
What is Differentiate
200
These are your two options for managing your customer's perception of time.
What is Speeding Up or Making them think that time is moving faster.
200
3 Strategies for Connecting Emotionally to your customers
What is 1-Put the customer at the forefront of everything you do. 2-Listen, really listen 3-Demonstrate respect
200
This means gaining and keeping your customer's trust.
What is "Establishing Credibility"
200
a communication technique which requires the listener to feed back what they hear to the speaker, by way of re-stating or paraphrasing what they have heard in their own words, to confirm what they have heard and moreover to confirm the understanding of both parties.
What is Active Listening.
300
Stifling Innovation
What is not listening to customer's suggested changes to products, services and processes.
300
Two types of Queuing
What are Normal and Virtual.
300
These are the ATMI CS group's core values.
What are: You Tell Me
300
Attitudes and beliefs thought to uniquely pattern a culture.
What are Core Values
400
This means not having any biases or pre-conceived ideas about the customer or their problems.
What is Being Objective.
400
The Three Ways to manage the perception of time.
What is- 1) If you must leave, relieve. 2) Don't make them guess- Tell them your progress. 3) If you are late: Update
400
This means getting together and discussing good CS experiences
What is Celebrating great customer service, "Telling Stories"
400
These are 3 main problems with email communication
What are: 1-Canned Messages 2-Multiple Question in one e-mail 3-Unorganized emails from customers, expecting organized emails.
400
This part of the Johari Window reminds us of pursuing personal and professional growth to find hidden talents.
What is the Unknown Area.
500
Broadest range of flexible, single-use mixing systems Mixing volumes scalable up to 2000L Contained solid/liquid and liquid/liquid mixing solutions
What are the benefits of ATMI's "Integrity Mixers"
500
What are the 3 benefits of virtual queuing?
What is Time Valued (More Choice and Freedom) Decrease (Customer Venting and Call Duration) Boost (10-12 points in service levels, Agent efficiency)
500
These are the four Quadrants of the Johari Window
What are Arena, Hidden, Blind Spot, Unknown
500
A ticket proving that the bearer knew the rules required for admittance behind closed doors
What is The original meaning of Etiquette
500
These are two types of loops present in systems.
What are reinforcing and balancing loops.