mission critical home  service & support  maximizing customer interactions  case study 

introduction  understanding the customer  strategic listening  synchronize 

clarifying with your customer  customer's involvement  deliver  summary 

get the customer's involvement
course links
maximizing customer interactions
introduction
introduction continued
understanding the customer
understanding the customer's expectations
strategic listening
what should you listen for
what could go wrong
barriers to good listening
synchronize with your customers
complete documentation
communicate that the customer is important and valued
use empathetic statements
use methods that fix the customer
clarify with your customers
confirming
get the customer's involvement
key questions
deliver
communicate
continue to communicate
things never to say to a customer
summary
customer involvement

Employ methods that:
  • allow the customer to feel in control
     
    Whenever possible, let the customer help make decisions about next steps.
     
  • allow the customer to get involved
     
    Ask for customer's opinions whenever possible. Determine what steps the customer will be taking in aiding the solution.
     
  • get customer buy-in for a committed solution
     
    Ensure you have the customer's agreement and commitment for the ensuing plan and action steps.
If you tell them what to do, it can appear to be condescending.
 

Interaction: Type in your answer to the question below and press "submit" to compare your answer with ours. Your answer does not have to match perfectly to be correct.
 
You have a MC customer with a system that is failing intermittently. The error messages are various and unclear as to the actual cause. There is a CE on the way but she will probably take an hour to arrive due to afternoon traffic. You need help from the customer. How would you get the customer involved?




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