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144: Create a “Guided Responses” Cheat Sheet to Improve Client Service and Empower Your Team
Every advisor has overheard a team member on the phone and thought “Oh man, that is NOT how I would have said that!” And, even with coaching and discussion, it’s hard for your team to remember those exact words or phrases the next time something pops up. Enter The Guided Response Document. Consider this the ultimate customer service cheat sheet.
In this episode, Libby explains how a Guided Response Document can help you craft clear, effective responses to put clients at ease and answer their questions. This not only enhances your customer experience, but also creates consistency and saves you and your staff oodles of time and stress. We'll be giving you an example of what your very own Excel sheet might look like, such as keyword topics, potential responses, and notes.
Libby details additional benefits of a Guided Response Document, including:
- Giving your team the language you want them to use
- Empowering your team with the right responses when receiving pushback
- Creating a consistent brand voice
- Serving as a training tool for new hires
- Streamlining back office processes
After walking through this master document with Libby, you will undoubtedly be able to handle any client interaction with eloquence and precision!
----------------------------------------------------
Register for How to Prep for Full Financial Plan Updates in 10 Minutes (Without Sacrificing Quality!) - HERE!
Learn more about Asset-Map financial planning software HERE!
Learn more about our sponsor Beemo Automation HERE!
Learn more about the Group Coaching & Mastermind HERE!
Check out the Efficient Advisor YouTube Channel HERE!
Connect with Libby on LinkedIn HERE!
Successful businesses don’t get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.
Check out more FREE resources and our FREE video library at http://www.theefficientadvisor.com
Looking for all the resources from this episode? Check out this episode’s webpage for show notes, transcripts, downloads and more!
View all episodes
By Libby Greiwe
4.9
105105 ratings
Every advisor has overheard a team member on the phone and thought “Oh man, that is NOT how I would have said that!” And, even with coaching and discussion, it’s hard for your team to remember those exact words or phrases the next time something pops up. Enter The Guided Response Document. Consider this the ultimate customer service cheat sheet.
In this episode, Libby explains how a Guided Response Document can help you craft clear, effective responses to put clients at ease and answer their questions. This not only enhances your customer experience, but also creates consistency and saves you and your staff oodles of time and stress. We'll be giving you an example of what your very own Excel sheet might look like, such as keyword topics, potential responses, and notes.
Libby details additional benefits of a Guided Response Document, including:
- Giving your team the language you want them to use
- Empowering your team with the right responses when receiving pushback
- Creating a consistent brand voice
- Serving as a training tool for new hires
- Streamlining back office processes
After walking through this master document with Libby, you will undoubtedly be able to handle any client interaction with eloquence and precision!
----------------------------------------------------
Register for How to Prep for Full Financial Plan Updates in 10 Minutes (Without Sacrificing Quality!) - HERE!
Learn more about Asset-Map financial planning software HERE!
Learn more about our sponsor Beemo Automation HERE!
Learn more about the Group Coaching & Mastermind HERE!
Check out the Efficient Advisor YouTube Channel HERE!
Connect with Libby on LinkedIn HERE!
Successful businesses don’t get built alone. You need community! You need collaboration! Join us in The Efficient Advisor Community on Facebook.
Check out more FREE resources and our FREE video library at http://www.theefficientadvisor.com
Looking for all the resources from this episode? Check out this episode’s webpage for show notes, transcripts, downloads and more!
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