Framework
This helps frontline staff anticipate a client's future service needs?
What is forward resolving.
Nancy says We Can instead of We Can't
What is Using Positive Language?
David brings up additional issues or guidance in a way that seems in the best interest of the customer.
What is Positioning Naturally?
This is when customers continue to buy from your company.
What is Repurchase?
These skills include Acknowledging Baggage, Using Positive Language, and Positioning Alternatives.
What is Experience Engineering?
Jarrod provides verbal reassurance to the customer by asking clarifying questions.
What is Active Listening?
Javier takes accountability for the issue or request and avoids placing blame on policies.
What is Conveying Advocacy?
This is when customers buy more from you over time.
What is Share of Wallet?
This is the first step in the Effortless Experience Skills Framework that helps staff make a connection with the customer early in the interaction.
What is Interaction Tailoring and Content Surfacing.
Ryan gathers additional information to use when identifying the right solution.
What is Surfacing Additional Information?
Harriet connects the customer's current request with likely follow-up or future needs.
What is Recognizing Opportunities?
This is when customers say good things about your company to family, friends, coworkers, even to strangers.
What is Advocacy?
Lisa uses available information to reposition potential options and achieve mutually beneficial outcomes.
What is Positioning Alternatives?
On a consistent basis, Kyle identifies and responds to customers according to their communication styles.
What is Flexing Communication Styles?
Hannah acknowledges customers’ past experiences in a consistent manner.
What is Acknowledging Baggage?