Growth of An Advisor_2nd Lap PP.pptx

The Customer Experience: The Growth of An Advisor Welcome  BUILDING UNDERSTANDING RAPPORT CUSTOMER EFFECTIVE Agenda NEEDS COMMUNICAT ION...

The Customer Experience: The Growth of An Advisor Welcome  BUILDING UNDERSTANDING RAPPORT CUSTOMER EFFECTIVE Agenda NEEDS COMMUNICAT ION HANDLING FEEDBACK AND CONCLUSION AND DIFFICULT CONTINUOUS Q&A SITUATIONS IMPROVEMENT Custom er Service Success  Listen Resolution Process Cushion Clarify Offer Resolution Evaluate Appreciate Responding Appropriately Receiving The Call Reflection Activity Key Points: Objectives: does an What words or phrases Listen How to the the empathetic come call agent to responds mind to customer when you the customer’s Identify concerns. where empathy The could service think tone have of and interaction genuinely pacing of the been sound like caring conversation demonstrated and to you? supportive Howconversation? Any missed opportunities could the situation be for empathy. turned around? How the situation escalates or de-escalates PAR PAUSE ASSESS RESPOND Empathy At Its Best Breakout Room Guidelines Preparation: Roles: Time: Traveler Take a minute to review your Time role Management: Unempathetic Travel5-7 Agent minutes Stay Rock true Star to yourAgent Travel role Debriefing: 5 minutes Observer Feedback and Continuous Improvement “It is not your aptitude, but your attitude, that determines your altitude.” Zig Ziglar It All Starts With Service Although Importan t There Is So Much More Growth of an Advisor Valued Resource Consultative Reactive Advisor lty Product Peddler Tru ya st Lo Service “Excellence is the gradual result of always striving to do better.” – Pat Riley Thank you