In this article:
What are Playbooks?
Playbooks are designed to encourage your Frontline Staff to continue to be the best advocates for your customer base. It's an opportunity for your organization to share helpful tips, tricks and resources to encourage your teams to improve upon on any feedback that comes into AskNicely.
Why are Playbooks Important?
We want to help encourage behavior change within your Frontline Staff by sharing constant, relative information to ensure your teams are successful in their day to day jobs. By sharing specific, but easy to digest guidance on what your teams can be working on differently, will in turn, make an impact on your customer base and future feedback.
Available Playbooks to Leverage
Coaching Playbooks are linked to your Scorecard topics within your Survey. Each unique Scorecard Value will have an associated Coaching Playbook.
When a Frontline Staff Member user receives a certain number of detractor responses (negative feedback) for a single Scorecard Value (topics) within a set time frame, they will be sent a Notice from the associated Playbook (e.g. Friendliness )
Important to Note: we do not provide content for these notices since the guidance will vary customer to customer, but our customer success team can work with your company to help guide you on best practices.