Customer Service Infographic: What Are the 7 Service Triggers?

June 14, 2019
Customer Service Infographic: What Are the 7 Service Triggers?

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 customer service, the old cliché is true: An ounce of prevention is worth a pound of cure.

Introducing the 7 Service Triggers Customer Service Infographic

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!

Customer Servicer Infographic: What Are the 7 Service Triggers?

6 thoughts on “Customer Service Infographic: What Are the 7 Service Triggers?”

  1. Hi Adam, Great article, and I also loved your book. What is really distressing is that these things are so obvious to all senior managers – but nothing happens! In fact, all the statistics and surveys seem to be going in the wrong direction. It’s great for people like you and me, who try to help companies overcome these obstacles and create “customers that stick,” because it keeps us busy, but it’s so frustrating when we go out and spend out hard-earned money in businesses that just don’t care.

    1. Hi Aki, Thank you so much for the kind words! Glad you liked the article and Be Your Customer’s Hero. I agree; so many of the triggers seem like obvious places to improve experiences, yet so many organizations continue to design and execute experiences that set these triggers off. We’ll just have to keep fighting the good fight. 🙂 Appreciate the comment!

  2. Pingback: Why Customer Service Language is Used?

  3. Pingback: 3 Psychological Triggers to Prevent in Retail Customer Service 

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