Thinking Things Through - October 2007

THINKING THINGS THROUGH
OCTOBER 2007

Customer Service Disappointments: What’s the First Step?

Diane Grigg: Speaker, Coach, Mediator
Specializing in Effective Communication and Conflict Resolution
Telephone: 847-965-8970
Read more about my services at www.dianegrigg.com

In a complex world moving at warp speed, product and service disappointments—some big and some not so big—are becoming increasingly common. While a terse e-mail message or a raised voice often seems like the best response to these situations, I’ve discovered that a big deep breath—and clarity—can set the stage for more satisfying outcomes. Regardless of the size or the complexity of the situation (baked potato instead of rice; an on-going problem with an invoice), the deep breath and the clarity:

begins the process of successfully interacting with the provider,
opens the door to learning (for provider and recipient), and
contributes to a more peaceful and efficient world.

Five questions can help achieve clarity:

Can I accurately and concisely summarize all aspects of the problem or event?
How might I have contributed to the situation? What role did I play?
What am I trying to accomplish?
Who is the best person to share the information with?
What avenue of communication will be the most productive (face-to-face conversation, telephone, letter, e-mail)?

With clarity as a first step . . . the conversations that follow will be comfortable and more productive. Let me know how well the 5 questions work for you!

Diane Grigg: Speaker, Coach, Mediator
Telephone: 847-965-8970
www.dianegrigg.com

Thinking Things Through - October 2007

Customer Service Disappointments: What’s the First Step?

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