Step 2, which follows, discusses coaching Brand Specialists to assess the customer’s needs and to consider a solution.
Step 2. Assess and Consider your business NPS score
- 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.