A better way to deliver GREAT customer service, inspired by principles and best practices of product design and design thinking.

1. How to think about service
like a product designer

2. What does “great service” mean to you?
Fast?
Responsive?
Knowledgeable?
Empathetic?
Friendly & Caring?
Human?
Anticipates my needs?
Exceeds Expectations?
Clear & Direct?
Really listening?
Positive attitude?
Genuine & Authentic?
Professional?
Accurate?
Easy Self-Service?
Passion & Personality?

4. Design Thinking is about...
● Identifying the real, root problem
● Converging on the best solution (out of many possible ones)
● Deliver the solution on schedule and within budget
(time) (cost)

5. Discover Define Develop Deliver
Problem
Finding the right
SOLUTION
Solution
Finding the right
PROBLEM
Diverge Converge Diverge Converge
The Double-Diamond Model of Design

6. Discover Define Develop Deliver
Problem
ALTERNATIVES
TIME
Finding the right
SOLUTION
Solution
Finding the right
PROBLEM
Diverge Converge Diverge Converge
On schedule?
On budget?
The Double-Diamond Model of Design

7. Conceptual models
“An explanation, usually highly simplified, of how something works.
It doesn’t have to be complete or even accurate as long as it is useful.”

8. Conceptual models

9. Listen &
gather info
Hone in on
root cause
Find best
resolution
Deliver
resolution
Inquiry
ALTERNATIVES
TIME
Finding the right
SOLUTION
Resolved
Finding the right
PROBLEM
Diverge Converge Diverge Converge
Fast?
Accurate?
Efficient?

10. 1:11:1
Listen &
gather info
Hone in on
root cause
Find best
resolution
Deliver
resolution
Inquiry
ALTERNATIVES
TIME
Finding the right
SOLUTION
Resolved
Finding the right
PROBLEM
Fast?
Accurate?
Efficient?
Diverge Converge Diverge Converge
External External

11. 1:11:1
Inquiry
ALTERNATIVES
TIME
Finding the right
SOLUTION
Resolution
Finding the right
PROBLEM
Diverge Converge
Listen &
gather info
Deliver
resolution
Fast!
Accurate!
Efficient!

12. 1:1
Listen &
gather info
Inquiry
ALTERNATIVES
TIME
Diverge
“What Great Listeners Actually Do”
1. Periodically ask questions that promote
discovery and insight
2. Make the other person feel supported and
convey confidence in them
3. Mutual cooperation - trying to help, not trying
to win an argument
4. Make constructive suggestions
Source: Harvard Business Review (July 14, 2016)

13. Fast
Responsive
Knowledgeable
Empathetic
Friendly & Caring
Human
Anticipates my needs
Exceeds Expectations
Clear & Direct
Really listening
Positive attitude
Genuine & Authentic
Professional
Accurate
Easy Self-Service
Passion & Personality

14. External
Hone in on
root cause
External
Find best
resolution
ALTERNATIVES
TIME
Converge Diverge

15. Fast
Responsive
Knowledgeable
Empathetic
Friendly & Caring
Human
Anticipates my needs
Exceeds Expectations
Clear & Direct
Really listening
Positive attitude
Genuine & Authentic
Professional
Accurate
Easy Self-Service
Passion & Personality

16. THE TRUTH IS OUT THERE
(service rep)
Knowledge in the world
Knowledge in the head
vs
Knowledge in help docs
Knowledge in team
Knowledge in product
fast
slow

17. THE TRUTH IS OUT THERE
Knowledge in the world
Knowledge in the head
vs
Knowledge in help docs
Knowledge in team
Knowledge in product
fast
slow
(service rep)

18. ALTERNATIVES
TIME
1:1
Deliver
resolution
Resolution
Converge
Fast?
Accurate?
Efficient?
Important skills
● Emotional intelligence
● Writing skills
● Storytelling
● Human psychology
● Friendliness
● Enthusiasm
● etc.

19. Fast
Responsive
Knowledgeable
Empathetic
Friendly & Caring
Human
Anticipates my needs
Exceeds Expectations
Clear & Direct
Really listening
Positive attitude
Genuine & Authentic
Professional
Accurate
Easy Self-Service
Passion & Personality

20. 1:11:1 External External
Listen &
gather info
Hone in on
root cause
Find best
resolution
Deliver
resolution
Inquiry
ALTERNATIVES
TIME
Finding the right
SOLUTION
Resolution
Finding the right
PROBLEM
Your org’s secret sauce
1. ???
2. ???
3. ???
4. ???
5. ???
6. ???
Fast?
Accurate?
Efficient?