It is important that callback notes in the Franklin Covey portal are thorough and comprehensive. Here are some key steps and considerations to ensure others can follow the interactions, forward actions and expectations that have been established with the customer:

The Regional Service Director (RSD) will receive an email in Outlook when a customer has requested a call back during a Franklin Covey survey. The RSD must login to the Franklin Covey Portal (https://loyalty.franklincovey.com/login) to view the callback note and customer specific information. It is important that the RSD owns this process and follows the guidelines listed below.

Example of a Franklin Covey customer callback email: 

Review the NPS callback notes and begin the resolution process

1. 1. The RSD assigned to the account must attempt to contact the customer by phone within 24 hours.
   2. The RSD is to update the NPS callback to “In Progress” within 24 hours of receiving the new callback email.
   3. If the RSD is unable to reach the customer on the first attempt, then the RSD will try calling back in a day or two to try and reach the customer. If the RSD is still unable to reach the customer, the RSD will send an email to the customer explaining the attempts to reach out and connect regarding the customer’s concerns.
   4. RSDs should not update the callback to “Completed” until the customer concerns have been addressed and action plans are in place.
   5. NPS callbacks must be updated weekly and then marked “Completed” when actions plans are in place to resolve the customer’s concern and the customer agrees on the next steps.
   6. If the RSD is unable to connect with the customer, address the customer’s concern, or put an action plan in place by the last day of the month, the RSD must update both the Contact in ABS and the Franklin Covey note in the portal until the customer concerns have been addressed and action plans are in place.

 

 

Steps when making the return phone call to the customer should follow the Nixon Medical MUR (Match, Understand, Resolve) process:

1. 1. Match
      1. Begin the note by acknowledging and matching the customer’s emotions. For example, “Customer expressed frustration regarding….”
      2. Document the person’s name that you spoke to and key details about the customer's issue, including the nature of the problem, specific concerns, and relevant dates and times.
2. Understand
   1. Capture the customer's concerns in a detailed and empathetic manner. Consider including specific statements and quotes in the notes (paraphrased for clarity if necessary).
   2. Avoid assigning blame or making subjective judgments in the notes.
3. Resolve
   1. Summarize previous interactions with the customer regarding the same issue.
   2. Stick to factual information and focus on resolution.
   3. Note resolutions or promises made during previous interactions.
   4. Clearly outline the action steps that will be taken to address and resolve the customer’s concern.
   5. Include information on who will be responsible for resolving the issue and expected timelines.
   6. Provide information on who the customer can reach out to for updates. Ask the customer if they have additional questions.

 

Steps to complete after the phone call is made

 

1. Identify Root Causes:
   1. Document identified root causes of the problem.
   2. Specify whether the issue is isolated or if it is part of a broader problem. If it is a broader problem, notify the proper associate from the management team so additional follow-up can be completed.
2. Confirmation and Follow-up:

A. Confirm commitments made to the customer, such as callbacks, follow-up emails, or resolution timelines.

 

3. Review and Mark Completed:
   1. Ensure that the note is detailed and mark “In Progress” until all actions are completed. At that time, the RSD should move the Status from “In Progress” to “Completed”.

 

It is your responsibility to ensure NPS callback notes are thorough and contribute to the resolution of the customer’s issue. NPS callback note reviews will be conducted monthly to evaluate the quality of your response(s) and interaction with the customer. Data Processing will transfer all NPS callback notes for the assigned month into ABS on or before the last day of the month.

 

 

Examples of callback notes (Examples in “red” have opportunity for improvement. Examples in “yellow” are thorough and concise):