TAUC Reminder Card
When you and your customer are engaged in a high-pressure situation, emotions are not only high for the customer: your emotions can also get in the way of getting to an effective and balanced solution as quickly as possible. In these situations, the way you communicate is critical to finding a solution and restoring confidence in the customer’s mind that you have the situation under control.
The TAUC technique is a tool that is taught in the Total Customer Focus™ program and is used when communicating with your customers during an intense pressure situation.
The TAUC reminder card will enable you to:
- Understand the TAUC technique and how to implement it
- Discover the Tools that can support you while implementing the TAUC technique
- Avoid common pitfalls that people encounter when implementing the TAUC technique in the field
- Learn the tips that people are using to successfully implement the TAUC technique in the field
Complete the form on this page to download the TAUC reminder card.
"Total Customer Focus™ has been uniquely designed to help companies to really embed new behaviors and skill sets within a company’s customer interfacing teams. TCF will set up the culture you need to develop long lasting Trusted Business Partner relationships."
Tony Nazzaro, former VP Customer Service at ASML
TAUC Technique Use Cases
Here are some real-life scenarios where the TAUC technique resolved high-pressure customer interactions.
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Tool Down for 48 hours
A customer tool was down for 48 hours. The first fix didn't solve the issue, and there was a lot of Work In Process behind the tool. The Service person used the TAUC technique to transparently communicate accurate information to the customer, including proposed next steps, while maintaining the correct level of urgency. As a result, the Service person was able to maintain control of the situation and the customer allowed the Service person to execute their plans without any intrusion. According to the Service person, the TAUC tool has given them greater confidence when interacting with their customers. -
Poor System Performance
A customer system was running at only 60% capacity, which was below customer expectations. This issue already happened multiple times to the customer. The customer had placed an order for a second system, but now they were cancelling the order because their business was seriously affected; they lost their biggest client. The Service person used the TAUC technique to calm the customer down, and used additional Total Customer Focus™ tools to resolve the situation. In the end, the Service person was able to make the customer happy, and the customer reinstated the order that they cancelled. -
Major Network Outage
A customer experienced significant outage in their network, causing millions of services to fail over an undetermined period of time. This drew attention not only from CxOs, but also resulted in negative press coverage. The Project Manager used the TAUC technique to take control of the situation, relieve customer tensions and accurately communicate what was happening to the customer. The Project Manager also utilized additional Total Customer Focus™ tools to reach a solution to the problem, which resulted in increased CSAT scores with the customer and a contract renewal with an extension for new services worth $1mil.