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1. [responsivevoice voice = “US English Female” buttontext = “”]What industry do you work in and what is your role? [/responsivevoice]
2. [responsivevoice voice = “US English Female” buttontext = “”]What are your responses in your role / position? [/responsivevoice]
3. [responsivevoice voice = “US English Female” buttontext = “”]Can you describe to the function of your workplace / company? [/responsivevoice]
4. [responsivevoice voice = “US English Female” buttontext = “”]How many departments, how many offices. National or International? [/responsivevoice]
5. [responsivevoice voice = “US English Female” buttontext = “”]What are the minimum requirements for employment ie Education or Experience? [/responsivevoice]
6. [responsivevoice voice = “US English Female” buttontext = “”]How many opportunities are there to ‘move up the ladder’? [/responsivevoice]
7. [responsivevoice voice = “US English Female” buttontext = “”]What is the process for changing job roles ie Interview? Test? [/responsivevoice]

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[responsivevoice voice = “US English Female” buttontext = “”]General discussion about your workweek: [/responsivevoice]

1. [responsivevoice voice = “US English Female” buttontext = “”]Current projects? Deadlines? Opportunities? [/responsivevoice]
2. [responsivevoice voice = “US English Female” buttontext = “”]Anything of interest happening? [/responsivevoice]

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Script

1. [responsivevoice voice = “US English Female” buttontext = “”]A potentially fatal problem in customer service and the customer experience is that of customers falling over the Cliff of Dissatisfaction. This is the moment when a customer loses faith that your business is going to be able to serve them in a timely manner. It may also be the point at which they start considering–or even jumping directly to–your competition.[/responsivevoice]

2. [responsivevoice voice = “US English Female” buttontext = “”]Starbucks provides a positive example here, with its proprietary Cliff of Dissatisfaction number for every market and even micro-market: how long customers on, say, the Upper West Side of Manhattan will contentedly wait for a latte. As a busy Starbucks store will likely be pushing right up against that number, Starbucks does everything it can to make the wait at least seem shorter: clever eye candy in the in-store merchandising, friendly “can I get something started for you” employees working the line, handing out free samples, and so forth. (This was also the genesis of Starbucks’ wildly successful pre-order app.)[/responsivevoice]

3. [responsivevoice voice = “US English Female” buttontext = “”]And ultimately, if a particular Starbucks on a particular corner just can’t keep up with customer desires for speedy-enough service, Starbucks lets the Cliff of Dissatisfaction situation guide its real estate acquisition plans: building out and opening another Starbucks on the very next corner over. [/responsivevoice]

4.[responsivevoice voice = “US English Female” buttontext = “”]Is your business monitoring the satisfaction or restlessness of customers as thoroughly as Starbucks? It’s essential that you do so. To give you a simple, cautionary example, do you have any idea how quickly website inquiry forms answered? Try it yourself: fill out one of the forms on your own website to see when you actually get a reply. I’ll bet the answer is never—or close enough to never that most any customer or prospect would be driven to give up in disgust or to shoot off a series of agitated tweets to try to get somebody’s—anybody’s—attention. [/responsivevoice]

5.[responsivevoice voice = “US English Female” buttontext = “”]Or, maybe, they simply forget all about your company and their initial interest in doing business with you. Daniel Rodriguez, CMO of Simplr, a company that provides on-demand customer service and customer support, calls these prospective customers[/responsivevoice]

6.[responsivevoice voice = “US English Female” buttontext = “”]“tab jumpers.” Most anyone can be turned into a tab jumper, warns Rodriguez, whose company provides support to brand that range from Yeti to Parachute to Steve Madden. “If you neglect to answer questions and engage them as soon as they’re ready.” Fail to be timely here and “they’re likely to simply jump to another browser tab to complete their purchase.”[/responsivevoice]

Phonetic Chart