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