Can your team articulate what great service is? Twist phase 2!
Mary Furrie
Changemaker, Entrepreneur, Customer Experience, Account Management, Critical Thinking Expert
Stop – Reflect on service and this art!
It’s true! Think critically(deeper) defines success today. Get your team to talk about service in a deeper way. Sangmo Park, like Mattia Trotta, also uses twisted metal to create art. To get your team talking, twist the conversation one more time and ask them to talk about a BAD experience but as a second pass. What else did they notice? Talk about service constantly!
Getting my oil changed – 2nd pass positive experience 5 X 2 -She was great! Other things I noticed, she
1 - walked with energy – every step,
2 - was polite- each door was held open,
3 -was clear - everything was explained clearly ?
4 - pause frequently to make sure I had time to comment back or ask questions
?5 - And she stood out -the rest of the team was totally indifferent to service (just blah).
Let’s talk about
-?????????Sangmo Park, how he used twisted metal in a new way.
?-?????????We have to think critically - “Teaching Critical Thinking With Art With The National Galary Of Art” (Smithsonian), “Critical Thinking and Problem Solving” (RITx) - EDX classes
?-?????????Twist the conversation again - Getting your team to twist up service discussion more deeply – 5 new things they noticed – Practice 5 X 2
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Sangmo Park – twisted metal artist
Brooklyn based Korean sculpture Sangmo Pang using twisted aluminum metal, creates smooth, closely placed metal to create the illusion of actual fabric. He starts off with a photo session and then formulates the layers of metal transforming them into 3D. By twisting and bending the pieces and placing them close together, art if formed! To get team members to think critically about service, make sure to first twist the converstaion and get them talking about a bad service experience with ?a deeper layer of detail.
Expand thinking - “Teaching Critical Thinking With Art With The National Galary Of Art” (Smithsonian), “Critical Thinking and Problem Solving” (RITx) - EDX classes
Critical thinking has become a?differentiator. Move beyond just ideation. To think beyond the obvious is essential...beyond your own task, beyond your own company etc.. To do so, everyone should practice it. In the Smithsonian class, they suggest a 5 X 2 method where you first ask for 5 thoughts about a piece of art and then follow up by a second set of 5 thoughts. The RITx class highlights that without question, thinking critically is a must have to compete today! So practice thinking deeply with your team.
?Getting your team to twist up service discussion deeply
I’m sold! To compete, we need to take a second look at everything. To get your team talking about a bad service experience to get them talking,
-?????????Don’t rush it!
-?????????Ask them “what else” did they notice about the bad service they received - 5 new things.
-?????????Make sure they think out of the box/include other contact points that affected an experience.
They have to start to be observant and sometimes that’s just easier to see through a negative experience.
Never stop talking deeply about service! Don’t rush it! Get them talking and never stop! Mary Furrie, Furrie Consulting
Brand Strategist | Marketing Leader
2 年I agree, Mary! Critical thinking is a crucial element missing from most customer service experiences these days. We need customer service agents who can put themselves in the shoes of the customer and act accordingly.