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One concept in self-development that I learned from motivational speaker Tony Robbins is the concept of asking the right questions. The concept, brilliant in its simplicity, is that the questions you ask yourself frame the responses you will eventually provide yourself.
If you ask yourself why does this keep happening to me then your brain is going to provide you an answer to that question — and the answer will most likely not be one that empowers you.
If you ask instead what can I do better next time or what can I learn from this experience, your brain will find an answer for that too, and it will be an answer that drives you forward.
The power of questions works in all areas of life — personal and business. So, in that spirit, here are 5 questions you can use to help you create or strengthen a customer service mindset:
I hope the above questions get your creative juices flowing.
What questions can you ask to create an extraordinary customer service mindset?
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You can’t plan for every customer service issue, so you always have to make the best you can with the situation you’re in. What can you do right now to help this customer?
Well said Dan, and an excellent question!
What policies and procedures can I implement today to make my customers experience a great one?
What companies epitomize great customer service and how can I emulate them?
These are two questions that can get one thinking about how to improve customer service. Having attended two of Tony Robbins seminars, I had to smile and recall that asking the right questions can empower you versus robbing you of the power to implement changes for the better.
Those are two excellent questions Lisa! You are so right; power of questions is amazing.
I had the pleasure of seeing Tony Robbins speak and he mentioned that very thing. When I worked in the crossfire between customers and techs, one question we were asked from management is how can I be the “hero” in all situations?
Of course you never knew what that was going to be until something bad happened, but it didn’t have to “be” when problems appeared. What can we do for our customers when things are good, versus when things are bad? You can keep customers raving fans when you treat them right things are good, rather than when something bad happens. At that time, its probably too late.
That is an excellent question Sonia — and of course, I like anything to do with customer service heroes! 🙂
You make a great point as well that we should be focused on what we can do for customers all of the time, not just when something goes wrong.
Notice how these aren’t self-serving ala ‘how to raise prices or sales?’ This is about realizing your customers, your fans matter – so you’d better value them. Went to a celebrity softball game once and it was so obvious who cared; many big $ contract sports stars deigned to sign autographs or work the crowd but the musicians, authors who’s livelihoods and success are truly fan-dependent, they were too happy to sign, chat, take pictures. FWIW.
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