When something goes wrong, and things go wrong all the time, there is one dominant factor in a customer’s experience that will ultimately decide their future loyalty, and that is how easy we make it to get their problem solved.
Through over a decade of research we’ve identified nine specific skills reps must have to begin driving a low-effort experience for customers.
We recently created two quick guides that cover two of the specific skills:
- Positive language (leads to an 82% improvement in the quality of the experience)
- Acknowledging Baggage (reps who effectively handle customer baggage have 48% better performance)
To access the guides, please fill out your information below.