How can you encourage critical thinking in customer service?

Por muitos anos, ouvi dizer que devemos manter o foco no cliente, e sempre acreditei nisso. No entanto, nos últimos anos, comecei a aprofundar meu entendimento sobre o conceito de experiência do cliente e sua jornada. Uma frase em particular alterou minha perspectiva sobre esse assunto: "O foco é do cliente, n?o no cliente". Isso significa que devemos direcionar nossa aten??o para onde o cliente está olhando, e n?o meramente focar no cliente em si. Estou convencido de que, adotando essa abordagem, a probabilidade de entregarmos valor aumenta significativamente.

Encourage critical thinking in customer service is to assess your current situation. How do you and your team handle customer inquiries, complaints, and feedback? Do you follow a standard script or procedure, or do you adapt to different scenarios and contexts? Do you ask open-ended questions, listen actively, and empathize with customers, or do you rush to provide solutions without fully understanding the situation? Do you challenge your own assumptions, biases, and opinions, or do you stick to what you already know? By asking yourself these questions, you can identify your strengths and weaknesses, and set goals for improvement.

Encourage critical thinking in customer service is to provide training and resources. Training can help you and your team learn the concepts, principles, and techniques of critical thinking, such as logical reasoning, argument analysis, evidence evaluation, and decision making. Resources can help you and your team access relevant and reliable information, such as customer feedback, industry trends, best practices, and case studies. You can use various formats and methods for training and resources, such as online courses, webinars, podcasts, blogs, books, articles, videos, or workshops.

Al cultivar una cultura de apoyo que abrace la curiosidad, la creatividad, la diversidad y la colaboración, las empresas pueden potenciar el pensamiento crítico en el servicio al cliente, lo que se traduce en una mayor capacidad para resolver problemas de manera efectiva, adaptarse a las necesidades cambiantes de los clientes y ofrecer experiencias memorables que generen lealtad y satisfacción.

As an experienced customer service person, what I do for my team is validate their views. I don’t micromanage them thereby encouraging them to think for themselves. I tell them that for what it’s worth, they aced their interviews that’s why they are here so they are clearly smart enough to take important decisions. I tell them that the reason we are working together is for them to be able to work without me, ultimately. I tell them that if they can’t work without me, then, I’ve failed in my leadership role. All these and many more, I do so that they can think critically for their own good and most importantly, the good of the customers cum the job

As an experienced customer service person, what I do for my team is validate their views. I don’t micromanage them thereby encouraging them to think for themselves. I tell them that for what it’s worth, they aced their interviews that’s why they are here so they are clearly smart enough to take important decisions. I tell them that the reason we are working together is for them to be able to work without me, ultimately. I tell them that if they can’t work without me, then, I’ve failed in my leadership role. All these and many more, I do so that they can think critically for their own good and most importantly, the good of the customers cum the job

O conceito de aprendizado contínuo (Learn Long Live) n?o é uma mera op??o, mas sim um programa que deve ser incentivado e mensurado pelas empresas. Isso porque a busca por conhecimento por parte dos colaboradores, além de promover o desenvolvimento individual, contribui diretamente para a experiência dos clientes e, consequentemente, impacta os resultados do negócio. Por isso, recomendo a implementa??o de um programa de desenvolvimento interno.