Preparation
This class focuses on the two things customers most want: Solutions to Problems and Good Feelings. Use the information below to enhance the class discussions.
1. Identify examples of what you or your coworkers have done to provide solutions and bring about positive feelings. Collect stories and share them whenever possible. People want to know what works and what doesn’t work. The more people understand what has been effective for others the more likely they are to try to meet or exceed that standard.
Examples:
- A company failed to solve a problem and left you with negative feelings toward an individual or the company.
When a patient applied for health insurance, the Company asked for clarification on a note in the patients file. The Doctor explained that the note did not relate to any diagnosis but was simply added as a recommendation since the patient was new to the area. The insurance company would not let the applicant talk to anyone in underwriting (policy issuance) to clarify the situation. Instead, the company kept sending repeated requests. After multiple attempts to clarify the meaning of the note, the health company declined to issue the policy. The applicant, frustrated with the company’s bureaucracy, vowed to never do business with the health insurance company.
- A company solved your problem and left you feeling good about the process
After purchasing a newly built condominium, the new owner compiled a list of remaining repairs with the contractor. During the final walkthrough two days later, all items on the list had been addressed. In addition, the contractor identified a few other items and fixed them as well. The condo owner appreciated the timeliness of the repairs and was impressed by the contractor’s commitment to a providing a quality product.
- A company didn’t solve your problem but left you feeling good about the process and the company
A tourist visiting the Lego Store at Rockefeller Center in New York City asked a sales associate about New York -themed Architecture sets. The associate pointed out the sets but, unfortunately, the specific set she wanted was not in stock. The associate apologized and offered some solutions. The associate said that if she didn’t need the set right away, he could order it through the Company’s website and waive any shipping fees. If the tourist needed the set immediately, he could provide the names of two stores nearby that had the set in-stock. Although either solution meant more time involved in getting the set, the tourist left feeling good about the interaction with the associate and her overall opinion of Lego.
2. Identify ways in which employees can show they care about their customers.
Some examples include: Greet them/introduce yourself. Address the customer by name. Listen carefully. Acknowledge their concern or frustration. Be empathic. Take ownership of the problem.
3. Identify ways in which this tenet is reflected in interactions with customers.
Key ideas: Empathy is important – put yourself in the customer’s place. Don’t pass the buck. Work with a customer until the problem is solved or they have been provided with all of the options available to them. Learn from others about the ways they’ve been able to provide a solution or leave the customer with good feelings.
4. Identify ways in which this Tenet is relevant to the needs of employees.
In order to engage their employees, companies offer solutions to meet employees’ needs. What solutions has your Company provided to employee concerns? Any examples should include the problem and the solution. An example might be: To help expectant mothers, the Company offers maternity parking close to the entrances to reduce the amount of walking.
Some other solutions might include: charitable donation matching, child care, maternity parking, dry cleaning, car/taxi service, recognition programs, volunteer opportunities, summer hours, free coffee/tea/soft drinks and/or snacks in the office, intramural sports teams, etc.
Roles
Manager – Help employees understand the importance of providing solutions and alternatives by focusing on what can be done versus what cannot. Regardless of the outcome, customers need to feel that their concerns have been heard and that they are valued.
Employee – Identify and acknowledge the customer’s concern. Empathize with the customer and focus on what you can do. Realize that every interaction offers an opportunity to strengthen the customer’s opinion of the Company. As part of any department or team, each person has the responsibility to improve processes and services.
Getting Started
At the beginning of the session, welcome everyone and follow-up on last week’s homework assignment where they were asked to be conscious of how their mind-set, the decisions they make, and the actions they take affect the service they deliver to your customers.
Ask: “What did you learn from your homework assignment last week? Who can provide an example of how their mind-set affected their service delivery? What about a decision someone made that affected the service they deliver? How did the actions taken impact your customer?”
Continue to help the attendees feel comfortable in responding so that they will continue to actively participate as the course progresses. Remember to encourage conversational dialogue by using open-ended questions. Another technique is to say, “Tell me more,” or “Tell me more about that.” Be prepared to share some of your personal thoughts and examples if the participants are reluctant to engage in open dialogue. Refer to the Getting Started sections in Tenet 1 or Tenet 2 for additional information.
Introduce the third Tenet – Provide Solutions and Show That You Care
Say: “Today, we are focusing on the third Tenet – Provide Solutions and Show That You Care’.”
Ask: “What does it mean to provide solutions?”
Refer to examples you developed or those provided in the Preparation section above.
Ask: “What does it mean to show that you care?”
Refer to examples you developed or those provided in the Preparation section above.
Solutions to Problems and Good Feelings
This Tenet builds on the first two Tenets of Customers Make the Rules and Service Comes from the Inside Out. We have to recognize who our customers are and understand how we directly impact their impression of the Company.
Ask: “How easy or difficult is it to recognize a problem?”
Ask: “How it easy or difficult is it to identify solutions to problems?”
The participants will probably say that it is easier to identify a problem than to determine how to fix it. Most people prefer to complain about an issue instead of working to solve it. Focus on what you can do…and not what you can’t do.
Keep in mind that it is each person’s responsibility to improve our processes and services. If you see an opportunity for improvement, talk about it and share why you think the change would be better for customers or the Company.
Ask: “When you have a problem with a company, what do you hear from the company representative? Solutions or excuses? Do you think or feel that they care about you?
Ask: “What do you think our customers hear when they have a problem? Solutions or excuses?” “Would they think you cared about them? Why?”
Welcome all responses.
Ask: “Who has had an experience where a company…
- failed to solve a problem and left you with negative feelings toward an individual or company?
- solved your problem and left you feeling good about the process?
- didn’t solve your problem but left you feeling good about the process and the company?”
Ask the participants to provide examples of each of these scenarios. Refer to examples you developed or those provided in the Preparation section above.
Ask: “The real question is, ‘what kind of company are we?’ More than likely, we can find examples of all the scenarios mentioned. Our focus should be on which of them are most recognized from your customer’s standpoint.”
Ask: “Without answering out loud, would you want to do business with our Company?”
This question is not meant to be answered by those in the class. It is simply a question to get the participant to think about their customers’ viewpoint.
Ask: “What are some ways we can reflect this principle in our daily interactions with our customers —all of our customers?”
If needed, refer to examples you developed or those provided in the Preparation section above.
Ask: “How does this Tenet apply to the Company and its customers?”
If needed, refer to examples you developed or those provided in the Preparation section above.
Summary
Our customers need and want solutions to their problems.
Regardless of whether or not we can solve a problem completely, we have an obligation to leave the customer feeling good about their interaction with us.
We want customers to know that we care so they will want to do business with us.
It is everyone’s responsibility to improve our processes and services.
We want employees to want to work for the Company.
Homework/exercises
Over the next week, identify examples of ways in which you or fellow coworkers have provided solutions and shown customers that you care. Examples can apply to any of your customers and not just external clients.
Let’s Engage!
I’m Agent in Engagement Simpson…Gregory F Simpson.
Employee engagement is a critical mission. I hope I can count on your help! Subscribe to the RSS Feed to receive the latest intelligence/insights and/or register to make entries in the comments log.
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Email me at g…@a…t.com.
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Learn more about me at gregoryfsimpson.com.
P.S. First contact? Welcome to the Agent In Engagement community. Explore and join fellow employee engagement operatives in targeting a known thief – alias: Disengagement. Together we can bring this thief to justice and make the world a better place for all companies and their employees.
You can access information on The 10 Tenets of Better Engaged Employees below:
Tenet 1 – Customers Make the Rules
Tenet 2 – Service Comes from the Inside Out
Tenet 3 – Provide Solutions and Show that You Care
Tenet 4 – Customers Define Quality and Service
Tenet 5 – Feedback from Customers is a Gift
Tenet 6 – Know Your Customer and You’ll Be Rewarded
Tenet 7 – Skip Satisfaction, Exceed Expectations
Tenet 8 – Create Value
Tenet 9 – Be More, Better, Faster, Different
Tenet 10 – Honor Your Customer
