Managing customer suggestions during issue resolution starts with 6 questions
In your weekly problem resolution status update meeting, your customer, despite their lack of detailed understanding of your product and process, keeps offering “helpful suggestions” about what to do next. Your team, not wanting to upset the customer, accepts all the extra work, regardless of whether they think the new activities will help solve the problem or not. Frustrating, right?
The heuristic described in this infographic is your first line of defense. Assessing each customer suggestion using the series of 6 criteria will help you determine whether or not to agree to follow up on it. Well-founded, testable suggestions can be considered for action. Implausible or unverifiable ones should be rejected.
Not sure how to go about telling your customer “no” without causing a backlash? Let us help! Our proven strategies, tactics, and tools enable teams to defend their precious time and stay focused on value-added actions while simultaneously maintaining customer confidence and good will.
If you want your message to land, it's essential to select the correct mode of communication. What's the correct mode? It depends.
Juran realized that all defects can be classified as "operator-controllable" or “management-controllable". Management (and engineering) plays an absolutely essential in quality outcomes.
Networking and communication build and sustain the relationships that make business work. Avoid these bad habits immediately or people will dislike you immediately.
Mastering these 5 missing skills quickly maximizes your productivity and influence, which in turn enhances both job security and advancement potential.
I explained the goal in designing any component. Overly tight specifications would make it harder to find suppliers and would drive up costs. The engineer's entire approach changed.
Preparing for a presentation is vital in enabling team members to convey critical points, and influence outcomes with customers. Here are the steps involved.
When customer tensions rise, the right approach can turn friction into collaboration. At CAEDENCE, we call it the 3C’s: Calm, Clarify, Control. Here's more detail.
Will AI Replace Direct Customer Communication? Absolutely Not! In an age of chatbots and algorithms, the highest-impact discussions still happen person-to-person.
B2B customer relationships are not a breeze. We’ve navigated hundreds of challenging accounts and distilled five secrets that consistently turn friction into forward progress.
Ever notice how a quick fix from the top can feel like a shortcut, but it ends up stunting your team’s growth? When managers rush to answers, they inadvertently affect team development.
