CS is about delivery; CE is about strategy.
CS happens when there is a problem; CE is happening all the time.
CS is about closing gaps; CE is about deepening understanding and relationship.
All of the above.
Fighting for your rights.
Managing one’s mood and its impact on internal and external customers.
Assuming a negative intention of the other person.
FUN (Fight for your position, uncover their weaknesses, and negate their perspective)
HEAT (hear them out, empathize, acknowledge and apologize, and take positive action)
COOL (capture their attention, organize your thoughts, offer to give whatever they want, leave the conversation quickly)
RUN (React emotionally, be Unruly, Name them a troublemaker)
Avoiding people to avoid outbursts
A and B
Increases customer retention rates
Decreases employee morale
Speeds up attainment of portfolio goals
Improves competitiveness – for customers and employees
Stay awake longer in order to get more done each day
Talk with a friend or family member about the stress he’s feeling
Do something fun or meaningful
Ignore ridiculous ideas
Get in the shoes of the customer: develop hypothesis about customer’s deeper need.
A AND C
Listen to and empathize with customers
Resolve customer challenges with positive communication and innovation
Demonstrate care for customers
All of the above
Find creative ways to motivate and reward CE successes
Ignore emotions that she doesn’t understand
Focus only on the # of loans during a particular month
None of the above