Coach the coach: NPS calls
About this webinar
If you are tracking Net Promoter Score® (NPS) and your team doesn’t know exactly what to do with the results, don’t worry, you’re not alone. No matter what group your customer lands in (Promoter, Passive, Detractor), there is action that needs to be taken in a timely manner.
In this session, Bryan Neale will teach CS leaders how to coach their teams to effectively handle every NPS conversation with the same call framework. The Blind Zebra framework will help CSMs maximize each Promoter conversation, address Detractor concerns, and successfully manage everyone in-between.
Key takeaways
- Investigate the reason(s) behind their score
- Offer advice and support to improve their experience
- Turn your unhappy customers into your next raving fans
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