The Heat
Check
When a customer walks in hot, you're the one who cools it down. Learn the HEAT move that turns a shouting match into a saved customer, and maybe a fan for life.
An angry customer isn't a fight.
It's a fire you can put out.
Nobody walks into a phone store hoping to yell. They're stuck, stressed and usually right about something. Handle it well and they leave more loyal than before. By the end of this training you'll be able to:
Every save is worth a lot.
Slide the numbers and see what keeping upset customers is worth to the store, and to your numbers.
Lose a line and it walks across the street, usually with the whole family plan.
Four steps to cool any customer down.
Tap each card to flip it and see the move.
Cool it or fuel it?
Drag each line into the right zone. On a phone, tap a line, then tap the zone.
Match the fix to the customer.
Every escalation is different. Drag each move onto the situation it fits best.
Counter 2 · Bill shock
Dana, a customer for 4 years. Her bill is usually $85. Today it says $212.
Now say it out loud.
Tap the mic and answer out loud, the way you would at the counter. Sparky listens for the moves that cool things down. No mic or too loud in here? Just type it.