How angry is angry?

It’s a serious question that most front line staff in most organisations cannot answer properly. Why? Because they do not have the tools.

Peter Drucker famously said: “You can’t fix what you can’t measure.”

We take that one stage further – You can’t measure what you can’t describe!

When your front line staff come to you and say we have an angry customer the question has to be – how angry is angry?

The model below adds to the ability to have that conversation and to establish a scale of emotional states – have a look.

You can click on the slides to see them in more detail

Overview

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Active & Passive

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Group 1

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Group 2

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Group 3

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Group 4

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Group 5

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