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Only show: Question "Region:" is one of the following answers ("Asia") and Question "Asia Group:" is one of the following answers ("Singapore - Group 4")

Singapore Group 4 Post-Training

    • 1.

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  • Response Table

    • 1. Name:

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    • 4. Section 1: Real Needs

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    • 5. How often are you successful. . . in creating OPEN DISCUSSIONS with customers by applying the A-S-Q Active Listening model? (i.e., asking open-ended questions, observing body language, asking probing questions, clarifying questions, etc.)

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    • 6. Based on questions you have asked, how often does your customer. . . IDENTIFY ALL ISSUE(S) related to a problem or situation? (e.g., machine is down but core issue is tool owner getting pressured regarding throughput, etc.)

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    • 7. How frequently do your customers. . . share sensitive, BELOW THE WATERLINE ISSUE(S) with you as a result of OPEN DISCUSSIONS you are having with them? (e.g., tool owner is worried about how he will be judged by his boss, etc.)

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    • 8. Section 2: Balanced Outcomes

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    • 9. After having a conversation guided by the SHAPE technique, how often does your customer. . . become OPEN TO DISCUSSING REASONABLE/POSSIBLE ALTERNATIVES that you suggest?

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    • 10. How often does your customer . . . agree to your REASONABLE/POSSIBLE alternative after having a COLLABORATIVE DISCUSSION with you?

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    • 11. After using the TAUC technique, how often does your customer. . . calm down, and acknowledge that you have the situation UNDER CONTROL?

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    • 12. Section 3: Being Proactive

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    • 13. After presenting new information that the customer was unaware of and PROPOSING a BETTER SOLUTION, how often does your customer. . . accept your recommendation?

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    • 14. When receiving a request from a customer, either verbally or written, how often do you. . . use the SHAPE technique to proactively communicate an ALTERNATIVE PROPOSAL that would BETTER address the customer's issue?

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    • 15. When PROPOSING a BETTER ALTERNATIVE using the SHAPE technique, how often does your customer. . . accept your recommendation?

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    • 16. How often do you consider ways to go beyond meeting the customer’s BASIC REQUIREMENTS to MORE IS BETTER or IMPRESS/DELIGHT FACTORS? (i.e., KANO)

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    • 17. TOP THREE PRIORITIES

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    • 20. Was this activity planned or unplanned?

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    • 21. Did this interaction involve an escalation?

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    • 22. Situation: What was the SITUATION/CHALLENGE when you engaged? Please be as specific as possible regarding the customer's position, and the impact that this challenge was having on the business and your relationship.

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    • 23. Approach: What specific APPROACH was used?

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    • 24. Tools: During this approach, which TCF Tools did you and your team members apply? (Please check up to three that had the greatest impact in your approach)

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    • 25. Outcome: What was the OUTCOME of this situation? Please provide a detailed description of how the TCF approach resulted in overcoming the challenge.

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    • 26. Impact: How much of a difference did your new TCF tools make on the positive outcome of this situation?

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    • 27. Results: How did this benefit your customer? (choose all that apply)

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    • 28. Reduced downtime: please quantify in hours saved

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    • 29. Increased output: If the benefit was increased output, please quantify in percentage gain

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    • 30. Reduced direct cost: If the benefit was decreased direct cost for the customer, please quantify in dollars saved

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    • 31. Reduced rework: please quantify in hours saved

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    • 32. Reduced escalations: please quantify in hours saved

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    • 33. Productivity: Please quantify the improved cycle time in hours saved

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    • 34. If possible, please add any additional details...

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    • 35. Results: How did this benefit your company? (choose all that apply)

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    • 36. Reduced costs: Please estimate the reduced costs in dollars

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    • 37. Reduced re-work: Please quantify in hours saved

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    • 38. Reduced escalations: Please quantify in hours saved

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    • 39. Cycle Time: Please quantify the improved cycle time in hours saved

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    • 40. Revenue: Please approximate the dollar value of new revenue opportunities (i.e., upgrades, contract renewal, etc.) that occured as a result of this situation

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    • 41. Please estimate the number of times PER MONTH where you may have a similar type of conversation with similar results?

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    • 42. If possible, please add any additional details...

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    • 43. Next Steps...WHAT do you want to accomplish and WHY?

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    • 44. HOW are you going to accomplish this and by WHEN?

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This is a report for "TCF Post-Training" (Survey #2918764)