the mystery of customer service. what’s the best customer service experience you’ve had?...
TRANSCRIPT
The Mysteryof Customer Service
What’s the best customer service experience you’ve
had?What’s the worst customer
experience you’ve had?
Core ProblemBusiness thrives on
efficiency.People thrive on effectiveness…and effectiveness always feels
personalized.
Competing Agenda
Get my job done.
Respond to
my need.vs.
Analytical | Practical | Intrinsic
Three Kinds of Thinking
Analytical creates systems.
Practical solves problems.
Intrinsic creates positive feelings.
SOP’s
Customer service systems and policies and procedures must
accommodate the reality of the customers’ needs, knowledge and circumstance, or it will only create
conflict.
The Real World Doesn’t Fit into a
SystemGreat customer service occurs
when the “system” won’t solve the problem.
The Truth
How fast are you moving?
Practical Thinking = Common Sense
One-off Solutions for Infrequent Problems
Intrinsic Thinking = Feeling of Special
Service
Relationship Building
1. Understand (Content & Intent)
2. Affirm (Validate)
3. Involve (In Solution)
UNDERSTAND1. What’s happening?
2. What’s the consequence? (practical & personal)
3. What do you want?
Then BE Understood1. This is what’s happening to
me.
2. My consequence.
3. What I want.
AFFIRM1. Acknowledge the problem.
2. Apologize if appropriate.
3. Describe positive outcome. So if…. then you….
INVOLVE1. Brainstorm solutions.
2. Assign tasks.
3. Establish feedback loops & check points.
4. Agree on SOP’s for future.
Customer Thinking
is the “Swiss Army Knife” of All Relationship
Issues.