The first installment of our Best Practices series this week on driving a positive Net Promoter Score (NPS) through the transformational experience addressed Step 1, engaging the customer. Step 2, which follows, discusses coaching Brand Specialists to assess the customer’s needs and to consider a solution.
Step 2. Assess and Consider.
- As Brand Specialists work with the customer, they should ask, “What can we do to make it right?” and determine how to do this within reason.
- Coach Brand Specialists to use their judgment and to look for ways to gain the customer’s confidence.
- Specialists should attempt to match a solution to the connection that requires low effort from the customer and allows resolution on this contact.
See Wednesday’s blog for Step 3.