Skill Level Intermediate
- Hi, my name is Jeff Toister. I'm a consultant, trainer, and author, who helps customer service teams unlock their hidden potential. This course explores quick fixes to everyday customer service challenges. So, what's a quick fix? Let me give you an example. Employees in a small office were expected to help greet visitors whenever the receptionist was off duty. They wanted to create a great first impression, but they also had to follow some basic security procedures to screen visitors through an intercom system before letting them into the building.
The challenge was that nobody could seem to remember the security procedures. How would you fix this? Set up a training class? Email the procedure to the entire office? Train someone to be the backup receptionist? The real solution was much simpler. The office put up a small sign near the receptionist's desk that spelled out the three step security procedure. The sign quickly fixed the problem. Employees could easily follow the security procedures, and then focus their attention on greeting their guests. Creativity expert Edward de Bono once said that creative solutions are often only obvious in hindsight.
Putting up a sign in that office seems obvious now, but it wasn't at the time. It took a fresh perspective to unlock the hidden solution. Throughout this course, I'll show you how to unlock hidden solutions to customer service challenges in your organization. We'll start by learning how to identify the root cause of customer service problems. Next, I'll share some specific tools you can use to identify solutions. Finally, I'll show you how to involve others to implement solutions and get results.
If you're like me, you're anxious to get things done. So let's get started.