Tag: Creative Problem Solving

These 7 Questions Will Help You Hone In On and Solve Your Biggest Problems In Customer Interactions

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I just got off of a productive and inspiring video conference with a new client. I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. In two months, I’ll fly out to Montreal to facilitate the workshop.

When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?” And then I get to work on how to fix that problem.

Asking my clients what their single most significant challenge is, forces them to hone in on what keeps them up at night, and it tells me exactly where to focus in my workshop. I follow this question up with ten or twelve other questions that help me to deliver precisely on my customer’s objectives for my training.

As I sit here preparing to start the design process for my client, I got to thinking, what if some of the questions I ask my clients for workshop prep might help you make improvements in your customer interactions. I imagine my questions will at least get you to fiercely focus on the most urgent issues and get you going in the right direction. They’ve never failed me.

So, here are some of the diagnostic questions I ask my clients to help me understand and fix their most pressing issues in customer interactions.

How Storyboarding Can Help You Spot and Correct Problems

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Before I talk to you about storyboarding, let me tell you about the time I got a job after I complained about poor service.

I was 17, and my mom and I were ready to check out at JCPenney. We couldn’t find a person anywhere in the juniors department. We walked through departments and finally found someone in the boy’s department.

That someone was a middle-aged man in a suit. With the boldness of a brash teenager, I said, “What do you have to do to get service around here? We’ve been trying to spend our money, but no one’s around to take it.”

My mother gasped. The man said he’d get someone to help us and then he dialed a number on a black phone at the desk in the boy’s department. While we waited for that person to show up, I told him how long we’d waited and said,

“This isn’t acceptable. Your people should be here, ready to serve.”

“Do you think you could do better?” he asked.

“Yes, I do.”

“Then, you’re hired.”

“Excuse me?”

“You’re hired. I’m Mr. ____(I don’t remember his last name now). I’m the store manager. You’re hired. I’ll get someone from Human Resources to process the paperwork. When can you start?”