NEXT BEST ACTION (NBA) SKILLS LIST

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Across
  1. 1. acquiring a mutual understanding of customer’s needs through paraphrasing
  2. 4. accruing the customer’s commitment to a product/service by delivering personal value
  3. 6. recognizing and prioritizing a suite of solutions to meet customer’s needs, plans and goals
  4. 7. following through with customer commitments and sharing solutions that address their needs
  5. 8. actively listening and responding to customer’s concerns and restating the needed value
  6. 9. always making customer’s needs, goals and plans a priority
Down
  1. 2. the ability to bring a customer experience back to neutral
  2. 3. connecting with customers and engaging in meaningful two way conversations
  3. 5. identify the customer(s) problems, impacts and root cause, then prioritize and provide solutions