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Effortless Experience    Capabilities Builder Presented in Conjunction with TXU Energy   s Trusted Advisor Module 1  CEB i...
Effortless Experience    Capabilities Builder Presented in Conjunction with TXU Energy   s Trusted Advisor Introduction
A Framework for Member Conversations The mission of The Corporate Executive Board Company  CEB  and its affiliates is to u...
INTRODUCTION  WHY ARE WE HERE  We are here to learn how to deliver the Low-Effort Experience to our customers. CEB has unc...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
INTRODUCTION  WHERE ARE WE IN THE LEARNING JOURNEY  This is the beginning of your journey. You will spend the next several...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
INTRODUCTION  WHY SHOULD I CARE ABOUT THE LOW-EFFORT EXPERIENCE  By reducing customer effort, the company and the customer...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
INTRODUCTION  AM I CURRENTLY DELIVERING A LOW-EFFORT EXPERIENCE  The following self-reflection will help you gain a sense ...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
Effortless Experience    Capabilities Builder Presented in Conjunction with TXU Energy   s Trusted Advisor Interaction Tai...
INTERACTION TAILORING FLEXING COMMUNICATION STYLES  CONVEYING ADVOCACY  FLEXING COMMUNICATION STYLES Being aware of your o...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
INTERACTION TAILORING FLEXING COMMUNICATION STYLES  CONVEYING ADVOCACY  WHAT IS MY COMMUNICATION STYLE  Instructions      ...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
INTERACTION TAILORING FLEXING COMMUNICATION STYLES  CONVEYING ADVOCACY  CAN I    SEE    SOMEONE ELSE   S COMMUNICATION STY...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
INTERACTION TAILORING FLEXING COMMUNICATION STYLES  CONVEYING ADVOCACY  HOW DO I IDENTIFY A CUSTOMER   S COMMUNICATION STY...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
INTERACTION TAILORING FLEXING COMMUNICATION STYLES  CONVEYING ADVOCACY  CONVEYING ADVOCACY Actively champion for the custo...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
INTERACTION TAILORING FLEXING COMMUNICATION STYLES  CONVEYING ADVOCACY  AM I ACTING ON BEHALF OF THE CUSTOMER OR THE COMPA...
Impact of Advocacy Response Quality of Experience  67  higher than customers who received Standard Response Customer Effor...
Effortless Experience    Capabilities Builder Presented in Conjunction with TXU Energy   s Trusted Advisor Interaction Tai...
INTERACTION TAILORING TIPS ON HOW TO BEST COMMUNICATE WITH FOUR COMMUNICATION STYLES  A GUIDE FOR DRIVERS Amiables Empathy...
TIPS ON HOW TO BEST COMMUNICATE WITH FOUR COMMUNICATION STYLES  A GUIDE FOR ANALYTICS Amiables Empathy-Oriented  Expressiv...
INTERACTION TAILORING TIPS ON HOW TO BEST COMMUNICATE WITH FOUR COMMUNICATION STYLES  A GUIDE FOR EXPRESSIVES Amiables Emp...
TIPS ON HOW TO BEST COMMUNICATE WITH FOUR COMMUNICATION STYLES  A GUIDE FOR AMIABLES Other Amiables Empathy-Oriented  Expr...
INTERACTION TAILORING TIPS ON HOW TO BEST COMMUNICATE WITH FOUR COMMUNICATION STYLES  FLEXING COMMUNICATION STYLES  Verbal...
Effortless Experience    Capabilities Builder Presented in Conjunction with TXU Energy   s Trusted Advisor Content Surfaci...
CONTENT SURFACING ACTIVE LISTENING  SURFACING ADDITIONAL INFORMATION  ACTIVELY LISTENING TO CUSTOMERS Make full use of the...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
CONTENT SURFACING ACTIVE LISTENING  SURFACING ADDITIONAL INFORMATION  ARE YOU HEARING EVERYTHING THE CUSTOMER IS TELLING Y...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
CONTENT SURFACING ACTIVE LISTENING  SURFACING ADDITIONAL INFORMATION  WHAT IS THE MOST IMPORTANT PART OF ACTIVE LISTENING ...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
CONTENT SURFACING ACTIVE LISTENING  SURFACING ADDITIONAL INFORMATION  SURFACING ADDITIONAL INFORMATION Gather additional i...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
CONTENT SURFACING ACTIVE LISTENING  SURFACING ADDITIONAL INFORMATION  HOW CAN I SURFACE INFORMATION THAT THE CUSTOMER DOES...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
CONTENT SURFACING ACTIVE LISTENING  SURFACING ADDITIONAL INFORMATION  ARE ALL QUESTIONS CREATED EQUAL      How is your day...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
CONTENT SURFACING ACTIVE LISTENING  SURFACING ADDITIONAL INFORMATION  PURPOSEFUL SMALL TALK IN ACTION    EXAMPLE, IDENTIFY...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...
Effortless Experience    Capabilities Builder Presented in Conjunction with TXU Energy   s Trusted Advisor Session Wrap-Up...
SESSION WRAP-UP  WHAT   S NEXT IN THIS LEARNING JOURNEY FOR ME   You are here.  Live Training Virtual Training Sessions Pe...
NOTES                     EFFORTLESS EXPERIENCE    CAPABILITIES BUILDER  IN CONJUNCTION WITH TXU ENERGY   S TRUSTED ADVISO...