As a friend described a customer service issue he had with a business that was successfully resolved by the person he was dealing with, it occurred to me that the person did three things well.
- Identified problem. The customer service person kept his composure and asked questions to identify exactly what the problem was.
- Understand problem. After he identified the problem, he asked a few more questions to zero in on how the problem impacted the customer’s value proposition .
- Offer common sense solution. After identifying the problem and understanding why it was a problem, the customer service agent offered a solution that addressed the shortfall in value proposition and was acceptable to the customer.
This may sound obvious and simple, but consider how many service problems you’ve experienced where the business agents never made it to step one.