Pure Motives
Which is the most important of these?
1. Timeframe
2. Price
3. Service
4. Quality
Timeframe
What is most impotant?
1. How we do it
2. What we do
3. Why we do it
Why we do it
When should you call a client when you know they need to be rescheduled?
Immediately
When scheduling a client, what option should you offer first?
VIP Membership/Premium Membership
How many calls should you dispatch at a time?
One
What is the foundation of this program?
You should provide Pure Motive Service to both _______ and ______ clients.
Internal & External
What do you score a loyal client?
5
CSRs deal with what kind of clients mostly?
External
Dispatchers deal with what kind of clients mostly?
Internal
What are the four steps to creating a magic moment?
1.Create the moment
2.Praise the effort
3. Say how you feel
4. Share gratitude
What % of people upgraded when shown options in the order of premium, midrange and economy?
80%
What do you score a factor that was not asked or answered in a call?
0
What script do we use when clients call in for an upgrade or enhancement?
Estimate Script
What does a dispatcher do with the schedule and company information?
Protects It
What are the four steps to finding the client code?
1. Who found the problem
2. What they said
3. How was that like
4. Magic Moment opportuniy
What day of the week is iCare for Office Staff?
Friday
Bonus Question 100 pts
How many time slots are available on Friday for iCare?
What is the key to delaying & rescheduling calls, other than the priority score?
Communication
What are the four types of concerns to look for when handling a customer concern?
Price/Value, Scheduling, Workmanship and Attitude.
Should you dispatch a call without a score?
No
What are the Pure Motive Rules?
1. Client Must Want Service More Than You Do
2. My Ego Is Not My Amigo - Doing For Others
3. Serve Your Prototype Client
4. YOU must be Sold Before Client
5. Know The Reasons WHY You Do It
What are the 5 Pure Motives?
Quality & Reliability
Safety & Health
Customer Service
Customized Relevant Solutions
Honesty even when it's not popular
What is the highest form of commitment?
Payment
Name at least 2 priorities that CSRs have in common with Dispatch.
Communication
Require Scripts
Keep info safe
What are the two things dispatchers are responsible for?
1. Productivity & Profitability
2. The energy of your team