How to Quickly Fix Poor Customer Service
Customer service leaders are in a hurry.
When it comes to improving service, the counterintuitive solution to find quick fixes is to slow things down. This gives you space to define the problem and identify a root cause.
Here's a short video from my Quick Fixes for Poor Customer Service course on LinkedIn Learning. The video includes an interactive demonstration that shows how moving too fast can actually create problems.
It's a fun exercise you can try right now. All you'll need is a blank piece of printer paper before you watch the video.
So how can you slow things down just enough to solve problems quickly?
I use a tool called The Quick Fix Checklist. It helps you eliminate all the noise and focus on the most likely solutions:
- Have you clearly identified the performance gap?
- Are employees empowered to achieve the desired performance?
- Does the employee know what behavior to change?
- Is there an obvious performance barrier? (Hint: ask your employees!)
This tool won't solve every customer service issue, but it solves a lot!
Customer Experience | Product | Board Member & Advisor | Transformation Leader
7 年As a leader of service and service lines, I completely agree to the accuracy of this video.
Wine Education & Business Consultant at Self-employed
7 年Very good tips that many managers are too lazy to work on themselves.
Director of Marketing Operations @ IPSY
7 年Great piece! It's always crucial to empower your employees to make crucial decisions, in order to really deliver an extraordinary and streamlined experience for your customers. I have found that for SMBs like mine, having a clear and concise Customer Experience Philosophy that delineates your companies values is crucial to getting everyone on the same page. If your business is struggling to develop one, you can use ours as an example: https://theenclosed.com/customer-experience-philosophy/
Experienced Parts Advisor at Ford Dealership
7 年The problem I've found in today's market place is that we have all lost sight of the basics and caring for the customer!
Agile Business Development | B2B-SaaS Consultant / FinTech / EDI — Global E-Invoicing
7 年Great post. I think customer & employee feedback are essential to the enhancement of any customer experience. To get more insight have a look at https://apps.ekomi.com/voe/