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
True or False: Zero Tolerance Process should be done immediately.
True
If all 8 questions are asked in a Demand Priority script, what is a perfect score on the score sheet?
40
Bonus Questions for 100 pts
What do we score a question that was not asked or not answered?
How many calls should you dispatch at a time?
One
What is the foundation of this program?
Outcome
Bonus +100 points
Which one is the only one we have control over?
Rules of Employment are based on what three things?
Training
Coaching
Accountability
CSRs deal with what kind of clients?
External
Dispatchers deal with what kind of clients?
Internal
What two things are the source of magic moments?
Victories & Challenges
Bonus for 100 pts.
What do we praise during a magic moment?
To create the highest value how should options be provided?
Premium, midrange, & Economy
Bonus +100 points
How many people upgraded when options are provided in a premium, midrange and economy way?
Where do we look, to decide on delaying and rescheduling calls?
Score Sheet
What is a way to fight back bad reviews?
Flood your review sites with good ones.
Who does the Dispatcher assign the Zero Tolerance for Turndown call to?
CSR Swat team
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 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
Name at least 2 priorities that CSR/Dispatch have in common.
Communication
Require Scripts
Keep info safe
Job Objectives
KPIs
Enviroments
What are the four types of concerns to look for when handling a customer concern?
Price/Value, Scheduling, Workmanship and Attitude.
Name at least 2 of the Golden Rules
Dispatch high performers to the best calls
Limit the info dispatched to field staff
Protect schedule information from field staff
Give the next activity after the last call is debriefed.
Never rush techs on service calls
Dispatch only ONE activity at a time
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 are the rules of relationship?
1. Culture - interactions
2. Please & Thankyou
3. Magic Moments
4. Never say "can't"
Bonus Question 100 pts
Who has to follow Rules of Relationship?
What are the only two real objections?
No & Not Now
What are the two things dispatchers are responsible for?
1. Productivity & Profitability
2. The energy of your team