Training

Buzz Session

Before you start you’ll need

• The teams individual and team NPS scores. 
• The powerpoint presentation (attached to email)
• Personality quiz and scoring sheets, one for each team member.
• Pad/paper to log team feedback

Start with the NPS goal – 45% NPS

Check with those present if it’s ok to share their NPS scores with the group and read them aloud.

Quiz about Personality Group

Give out the quiz sheet and ask the team to fill this out. Do not score this yet.

Open discussion about Net Promotor

Ask the team to discuss how they feel about Net Promotor. Ask some of the following questions:

a) How much of an impact do they have on NPS? You should expect the team to be divided. Some people (at least one usually) may say they have no impact on the NPS. If so move to next question. (a2)

a2) Ask why they feel they do not have an impact? Usual answers will be that they can’t control a customers decision to promote, the customer might not like recommending companies, etc. Do not counterpoint this yet, as this will be shown in the next stage with statistics just how much they can impact. 

b) Do you feel that the Net Promotor Scoring system is of a benefit to a company? Most people should answer that they do feel it is.

c) Why is it of benefit? People will have varied answers to this. Explain that strong customer loyalty is crucial for a business’ growth. The NPS system is a tool to measure this, so is definitely of benefit to a company that values customer service to make use of such a powerful tool.

Don’t disagree outright with any persons opinion. It’s an open discussion and there are no right or wrong answers/opinions.