NPS Gaining customer´s trust
WHAT IS NPS?
Net Promoter Score or NPS is the count of promoters minus the
count of detractors divided by total survey responses.
Promoters: A rating of 9 or 10
Detractors: A rating of 0, 1, 2, 3, 4, 5, or 6
Need a refresher on the questions asked? Check out C2.
HOW DO I IMPACT NPS?
As a Coach, you have as much influence over NPS rating as your team. If you received an
NPS score at the end of the day, would you get all promotors from your team? How you
show up impacts how your team of CSRs interacts with customers. Consider these
similarities:
LEADER
CSR
 I ask my team how they are doing before
I start asking about performance.
 I put my stressful meeting behind me
before I start my coaching.
 I turn CSR questions and concerns into
opportunities to turn a hard situation into
one that is a win-win.
 I find out why the customer is calling before
I start asking questions to get into the
account.
 I take a deep breath between calls. The last
call isn’t related to the next call.
 I hit tough answers & outcomes head on,
with confidence. I’m accurate & work to
provide resolutions with the best outcome.
TEAM ACTIVITY
Leaders: You have had time to set the stage with your team on how the first minute of a
call can impact how well the call will go. You must use two different calls from your team
for practice.