Business measurement tools such as Net Score Promoters. In fact, your next promotion or bonus may be based on your net promoter score – ask the customer a single question-the customer who responds to zero to "zero to ten" six is slander, Everyone who responds to 7 or 8 is passive, 9 or 10 is a promoter. Proportion of promoter minus collapse Net promoter.
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Business measurement tools such as Net Score Promoters. In fact your next promotion or bonus may be based on your net promoter score-ask the customer one question-"from zero to ten"
Customers who respond to zero six are negative, all seven or eight are passive, and nine or ten are promoters. Your <a href="http://www.customerfocusinc.com/"> Net Promoter Score </a>.
Let's just carry it out in-house, Neprom. That means you, your payment, and your future promotion is tied to your ability to turn the customer into a promoter. At <a href="http://www.customerfocusinc.com/"> Customer-Focus Company </a> (www.customerfocusinc.com) we're a <a href = "http: //www.customerfocusinc. com / content / view / 23/35 / "> customer service training </a> a company that helps to increase the net promoter score. Review deleted
Whichever you use <a href="http://www.customerfocusinc.com/content/view/23/35/"> Professional customer service training </a> company also balances these from people It is a technology if you Subsequent observation, measurement, reward. I look forward to them being something that is not easy.
<b> 1. Welcome and thank all customers </ b>
All customers begin with "Welcome to ..." or "Thank you for calling ..." and the customer can feel like an invited guest Warmth of voice And, when you notice, "You It is good to see again. " Already scored 2 or 3 points.
<b> 2. Use names as often as possible </ b>
Quick Quiz: What do the most important words customers want to hear? In an increasingly objective world, customers are thirsty to hear their names. Train your people to use each customer's name at least twice. Each time there are three points worth the point. After that, the lock point is your name. For the first time, customers did not ask for it. Then after using the customer's name, they hear your name a second time you say it.
<b> 3. Glad, happy, willing, or say pleasure for all requests </ b>
There is a reason at the Ritz-Carlton they say, "My pleasure." Train your people to respond to all requests, "I think I'm glad to take care of it" or " I'll be happy to do that "make them use their own words and let a positive feeling rub on your customers. Rack up the first time you say it at least two points, one or more for consistently saying it.
<b> 4. We apologize if you are sorry </ b>
Your point of work is blinking 3 or 4 points. When the customer feels unfair or upset, we apologize and show sympathy to keep your points. Take responsibility and never take responsibility of anyone. I would recommend a person who feels to the customer and trusts you. Sincere apologies create a promoter. Our <a href="http://www.customerfocusinc.com/content/view/23/35/"> training class </a> once said, "We were told to apologize. You do not want to admit responsibility. "
Employees do not have to admit or say responsibility to apologize, "We were wrong." We apologize for your inconvenience, because of your anger situation. In the world of net promoters, such words are magic.
<b> 5. Provide gems to meet the need for uniqueness </ b>
We say that <a href="http://www.customerfocusinc.com/"> customer service training </a> customers have three TRU needs: the need for tasks, respect The need for, and the need for uniqueness. You create a Distractor by not meeting one of the first two needs, when you only meet the first two needs, you will
Making something unique to the customer is something that exceeds expectations. We call those extra GEMs for going extra miles. We provide many guidelines and examples of gems, but they may be common to all gems. Thinking of employee training, "How can I do with this customer" or "Can I?" And the greatest opportunity is at your greatest challenge. Give wonderful gems and do the first four above, you are good for 8 or 9.
6. Train your employees to create an "experience" for their customers. </ b>
Neprok will actively carry out our company on people. <a href="http://www.customerfocusinc.com/"> A great experience </a> generates a great story, a terrible experience generates a horror story. What stories do people occur in words? As a manager, <a href="http://www.customerfocusinc.com/"> the great customer experience </a> by collecting stories of those experiences and rewarding them to create them. These can be set the bar for the rest of your company by featuring and publishing these stories, and also receiving high net promoter scores
<b> 7. Create a "cheat sheet" for your employees for use by all customers. </ b>
If the employee does not know how to turn the aversive and passive to the promoter, the company's net promoter score never goes. The ongoing training and reinforcement of these techniques are crucial for their high net promoter score. After training, create a "cheat sheet" for your employees to use with every customer. Then you may have one of the team me coaches personally. Play an ongoing role play with each employee to practice these skills. Observe them in action and give feedback, especially admiration. Companies are adopting <a href="http://www.customerfocusinc.com/"> Net Promoter </a> because it is remarkable for its power and simplicity. It will be a bonus to get not only these activities but also your work
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<b> About the author </ b>
<a href="http://www.customerfocusinc.com/"> Customer-Focus Company </a> is an international <a href = "http://www.customerfocusinc.com/content/view/23/ 35 / "> Customer service training </a> An innovative, world class company <a href="http://www.customerfocusinc.com/content/view/23/35/"> customer service skills Building a culture program at a low cost with the building. Contact Steve Fugate: (817) 303-5256 <br> <br>
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