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Begin with the End Result in Mind

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Submitted By haydonicus
Words 556
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I often marvel at some sections of society and their relentless pursuit of a "fair go". Well at least in their own minds anyway.

I take my hat off to the front line customer service personnel. Who are they? Heroes, I think.

I call them heroes because they stare futility in the face day-to-day, hour-to-hour.

According to company policies, they're mild mannered, somewhat phlegmatic people, who absorb the brunt of any scorn or taunt brought upon such companies albeit through service failure; a mistake.

Are you one of those people who think, "I'm gonna give this company a piece of my mind", when it comes to poor service.

I was.

I changed. Why?

I stopped and thought, after a life changing experience, what would life be like in their shoes. Now let me see... Did the person I am about to speak with send me the incorrect item? Did the person I am about to speak with promise my service would be connected yesterday?

When dealing with large corporations, the answer is inevitably, "No." So why abuse the living daylights out of someone who:

didn't cause your problem you have called to fix the problem.
I have had this conversation with CEO's and the long-term unemployed, and the penny drops when you present this quandary.

Steven R. Covey, in his book, The 7 Habits of Highly Effective People says "Begin with the end result in mind". Have a goal, even if it is just for a phone call. Think of what you want to achieve and go for it. Top line executives may consider a 5 minute conversation as a pointless goal setting exercise, but it works.

I once had experienced a lengthy delay to have an internet service connected at my home for my business. When I share this experience with people, you see scorn and hatred in eyes and in body language. People say, "I would have abused them." I then ask, "Would the abuse get you the result you are looking for?"

So.... End result - internet connection, ASAP. Secondary result - free month service (for inconvenience :-)

Remember, you want the customer service person to help you!

First thing I do is ask the person's name, and write it down. So, have a piece of paper handy. People respond well when you use their name. The next thing I do is explain my problem and ask the person, "[name] are you the right person to help me?". You are giving the person the opportunity to take ownership of helping you, not your problem; or passing you to someone who can help you. Either way, they should be thanked and then move on.

As the conversation continues, whether it be with the first party or any subsequent party, you should remember, this person is helping you.

Are you likely to help someone who abuses/taunt you?

And always move towards the goal. Ask questions about the process. Try some of these:

Can you explain how the process should work?
Do you know where the process has gone wrong?
What needs to happen next?
Do you need any further information from me?
All the while I am focused on the goal. Any comment that does not get me to the goal does not deserved to be uttered.

Does it work??

Try it

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