Customer experience is made up of a series of conversations. In fact, it’s the foundation of it. So much depends on the conversation you have with your employees and customers. They determine whether or not your customers buy from you, if they keep doing business with you, and if you solve their problem. Conversations with successful outcomes build trust and confidence. Understanding how to master the lifecycle of a conversation is a differentiating skill between you and your competition. Join Tara Paluck and Frank Mazza as we host a complimentary webinar where you’ll learn how to navigate the conversations with your employees and customers, and quickly solve the problem they’re bringing to the table. Courtesy for currency will help you change the conversation. ABOUT THE SPEAKERS Tara Paluck has worked with over 20,000 frontline employees and Managers, across all business channels, developing and facilitating focus groups, professional development, sales skills, and Cx enhancement. Additionally, she has created and rolled out national Cx training programs. She consults on the design and needs of the customer and employee experience. She blogs about Cx at uncustomeryexperience.com. You can follow her on twitter @TaraPaluck. Tara was also recently a 2015 Stevie Award judge. Frank Mazza has worked with thousands of Managers and Supervisors through workshops focusing on sales skills, and Cx enhancement. He also has worked with a wide range of executive leaders through coaching and customized leadership workshops. Frank draws on over 30 years of experience as a corporate executive and an entrepreneur developing innovative solutions for strategy, change and leadership challenges.

1. COURTESY FOR CURRENCY
Being Polite Isn’t Enough

2. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin

3. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
HINT: It generally won’t cost the business money
Source: 2013 Rage Study sponsored by ASU Center for Leadership, designed by
CMCC and conducted by NOVO 1
CUSTOMER RAGE: What customers who complain really want
To be treated with dignity
An assurance that my problem would not be repeated
Offending company put itself in my shoes
My product repaired/ service fixed
An explanation of why the problem occurred
A thank you for my business
An apology
To be talked to in everyday language; not a scripted response
Just to express anger/ tell my side of the story
My money back
A free product or service in the future
Financial compensation for lost time/ inconvenience/ injury
Revenge
Other

4. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin

5. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
About the person About the problem

6. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
About the person About the problem
Polite Aware
Concerned Willing

7. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
HOW DO I GAIN RESPECT?
Polite Aware
Concerned Willing
Their attention
A calm demeanor
A friendly tone
When I…
Greet respectfully
Sound interested
Am friendly
Customers give me…

8. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
Polite Aware
Concerned Willing
When I…
Pay attention
Confirm understanding
Speak their language
HOW DO I LISTEN?
Valuable information
Their trust
Confirmation
Customers give me…

9. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
Polite Aware
Concerned Willing
When I…
Voice their frustration
Express empathy
Acknowledge the situation
HOW DO I EXPRESS UNDERSTANDING?
Cooperation
Opportunity
The whole story
Customers give me…

10. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
Polite Aware
Concerned Willing
When I…
Communicate solutions
Take action
Take ownership
HOW DO I GO THE EXTRA MILE?
Permission
A Good Survey
Loyalty
Customers give me…

11. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
About the person About the problem
Polite Aware
Concerned Willing

12. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
Source: 2013 Rage Study sponsored by ASU Center for Leadership, designed by
CMCC and conducted by NOVO 1
CUSTOMER RAGE: What customers who complain really want
To be treated with dignity
An assurance that my problem would not be repeated
Offending company put itself in my shoes
My product repaired/ service fixed
An explanation of why the problem occurred
A thank you for my business
An apology
To be talked to in everyday language; not a scripted response
Just to express anger/ tell my side of the story
My money back
A free product or service in the future
Financial compensation for lost time/ inconvenience/ injury
Revenge
Other
ConcernedPolite Aware Willing

13. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
HOW?

14. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
HOW TO USE THIS
Coaching tool
Individual action plan
Team building

15. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
Escalations
okay good
greatpoor
Average
Handle Time
okay good
greatpoor
First Call
Resolution
okay good
greatpoor
Calls Per Day
okay good
greatpoor
Employee and
Customer
Happiness
okay good
greatpoor
COURTESY COIN & SUCCESS MEASUREMENTS

16. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
COURTESY COIN

17. @fassforward © 2015 fassforward Consulting Group # CourtesyCoin
We believe if you want to change your business,
change the conversation.
People have to see themselves in the picture,
and be in the conversation with you.
Let’s keep the conversation going.
@fassforward
fassforward.com
@TaraPaluck
uncustomeryexperience.com
For more on Employee + Customer
contact Maria Zorzos, our Chief Growth Officer:
maria@fassforward.com
914-738-7200