Joe Smith provided feedback identifying an opportunity for his representative to improve their understanding of his needs. The action alert suggests contacting Joe Smith to thank him for his feedback and discuss the identified improvement areas. It then presents three suggested actions for representatives: check that all customer needs have been met, ask questions about their challenges, and demonstrate active listening skills.

6. !

8. Company Name
Action Alert
May 7, 2014
Joe Smith is a customer who sees an opportunity to Contact Joe Smith to thank him for his
improve understanding of his needs
feedback and discuss improvement area
Opportunity Details
Suggested Actions
How strongly do you agree or disagree that your
representative demonstrates understanding and respect for
you as a customer?
1.
2.
3.
Identifies areas of the
relationship where there
is opportunity for
improvement
Presents best
practices for
addressing
opportunity areas
Check with customer that all needs have
been met
Ask tough questions about your customer’s
challenges
Demonstrate active listening skills by asking
appropriate questions, playing back your
understanding and providing relevant
information in response

9. !
!

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