How To Give Feedback (more notes)

try to be helpful (make sure you are truly coming from a desire to help)

chose time and place

be selective

be specific

speak for yourself

balance positive and negative

Getting Feedback?

[ ] breathe

[ ] be willing to consider how a person would see it the way they do, adopt a learning mindset

[ ] listen (you do not have to agree or incorporate the feedback, just hear it)

[ ] clarify/restate

[ ] hold response if you feel defensive or disagree

[ ] thank provider of feedback

Customer Care Call Back Worksheet

[ ] deliver good news first
[ ] thank for feedback, opportunity to use for improvements

[ ] estimate accountability
% branch % policy/product % customer % other

present potential solutions

check for satisfaction

biz lost =
potential biz lost=
X 12 marketing impact
X 5 cost to generate new biz

personal input
what do i wish to do for the client right now?




***

GOODWILL IS NOT A LIMITED RESOURCE

Customer Care Call Worksheet

Name:
Date:
Call Start Time:
End Time:

[ ] use greeting
[ ] introduce self by name and direct line
[ ] introduce self as the RIGHT person to gather the feedback and respond
[ ] apologize
[ ] use customer's name

[ ] empathsize - repeat at least 2 of their feelings, with their words
[ ] urge to continue talking
[ ] reiterate that you want to work with them to address their concerns
"i am not in the business of reiterating the business/bank's LEGAL position. i am in the business of delighting customers."

[ ] help the client state their complaint effectively
i.e.
ask what besides an apology they are seeking
[ ] their feedback be shared with a bank executive
[ ] displinary action
[ ] reiumbursement for expenses incurred
[ ] other:


"Let me make sure I understand."
Summarize by restating their top 3 concerns
1.
2.
3.


Progress the call
"THE LAST THING I need to understand is"
ask the customer to prioritze those concerns

Set expectations
"so here's how things will unfold..."