In November 2013, we released our concept of the 7 Service Triggers, a unique approach to discovering the most common hot buttons that affect broad segments of customers.
The foundation of the 7 Service Triggers was built upon the idea that our customers do not come to us as a blank slate. Even if they are new to our business, they’ve had experiences with companies like ours before.
And these experiences, for better or worse, have shaped their outlooks and reactions.
While eventually confirmed by our research, The 7 Service Triggers began as a framework derived from my experience working directly with customers and frontline employees. In these interactions, I observed certain customer behavior patterns emerge.
Specific situations seemed to be obvious triggers for customers, creating almost instantaneous negative reactions.
Why are these triggers so powerful? Because perhaps the two most powerful ideas you can combine in customer service are aware- ness and prevention.
In customer service, the old cliché is true: An ounce of prevention is worth a pound of cure. The best way to handle a service issue is to prevent it from happening in the first place.In #custserv, the old cliché is true: An ounce of prevention is worth a pound of cure. Click To Tweet
We have explored the 7 Service Triggers in Be Your Customer’s Hero, our webinars, and in the live training we provide. We also formally studied the triggers in a research study back in 2016.
With the popularity of the 7 Service Triggers amongst our customer service training clients and community, we thought it would be helpful to have a handy-dandy, shareable graphic available.
Below is our first infographic for the 7 Service Triggers. We hope you enjoy!
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.