Understanding quick fix tools

- Finding quick fixes to customer service problems…starts with asking the right questions.…What's the gap between existing and desired performance?…Can the desired performance be achieved now?…And, are employees aware of their performance?…Sometimes, a solution still isn't obvious,…even after answering these questions.…This video will introduce you to some tools…you can use to dig a little deeper.…One of the most basic tools is a timer.…You can use a watch, the timer on your cell phone,…or even a stopwatch.…

So much of customer service revolves…around serving customers efficiently.…A timer lets you know if that's actually happening.…Let's say a rental car company is getting complaints…about their airport shuttle not being on time.…Customers are told it takes 20 minutes…to get from the airport pickup area…to the rental car facility.…A timer can let you know if that's what's really happening.…In one test, an airport shuttle that was supposed…to arrive every 20 minutes actually took 30.…Armed with this information, the company added more…