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A presentation to help customer service individuals understand what consumers are feeling when they call in to a help line. This presentation was designed for specifically for the insurance industry, but has application for anyone that deals with customers and "claims".
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Recession Fatigue
Jeff HoughISU WORKFORCE TRAINING
1961
Dr. Milgram
WouldAmericans
respond likethe
Nazis?
40 Test Subjects
37 out of 40 participants administered the full range of shocks
The Research
Recession FatigueDai Williams
Recession Fatigue
1990 – 1998Study
Why Not
Feeling a Loss of Control
Unfamiliar Territory
Traumatic Event
Preconceived Notions
Let ‘em Blow
Let Them Blow…
Personal
“With everything that has happened to you, you can either feel sorry for yourself or treat what has happened as a gift. Everything is either an opportunity to grow or an obstacle to keep you from growing. You get to choose.“
Wayne Dyer
Choices
Choice
