Shandice Anderson

Sr. Team Lead Chick-fil-A Corporate

Thursday, August 13

Thursday, August 13th, 2020

12:45 PM Workshop 13: Applying Low-Effort Skills in a High-Effort World

When something goes wrong, and things go wrong all the time, there is one dominant factor in a customer’s experience that will ultimately decide their future loyalty, and that is how easy we make it to get their problem solved. 


Through over a decade of research we’ve identified specific skills reps must have to begin driving a low-effort experience for customers. Join us as we highlight the nine low-effort skills and workshop two of the skills to see how they play out at your organization: 

  • Positive language (leads to an 82% improvement in the quality of the experience)
  • Acknowledging Baggage (reps who effectively handle customer baggage have 48% better performance)