Recession Fatigue

Post on 16-May-2015

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description

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".

transcript

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

Recession FatigueJeff Hough

hougjeff@isu.eduISU WORKFORCE TRAINING