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  • Expand Your Influence

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    Ashray Seth
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    This document provides a worksheet for customer service professionals to identify factors they can and cannot control in order to better solve customer problems. The worksheet instructs professionals to write uncontrollable factors outside a circle and controllable factors inside the circle to focus on addressing issues they can influence. Examples of uncontrollable factors include time frames and other departments. Controllable factors include empathizing with customers, providing accurate information, and becoming knowledgeable about products and services. The goal is to manage customer expectations by distinguishing limitations from actions the professional can take.

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    This document provides a worksheet for customer service professionals to identify factors they can and cannot control in order to better solve customer problems. The worksheet instructs professionals to write uncontrollable factors outside a circle and controllable factors inside the circle to focus on addressing issues they can influence. Examples of uncontrollable factors include time frames and other departments. Controllable factors include empathizing with customers, providing accurate information, and becoming knowledgeable about products and services. The goal is to manage customer expectations by distinguishing limitations from actions the professional can take.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    3 views2 pages

    Expand Your Influence

    Uploaded by

    Ashray Seth
    This document provides a worksheet for customer service professionals to identify factors they can and cannot control in order to better solve customer problems. The worksheet instructs professionals to write uncontrollable factors outside a circle and controllable factors inside the circle to focus on addressing issues they can influence. Examples of uncontrollable factors include time frames and other departments. Controllable factors include empathizing with customers, providing accurate information, and becoming knowledgeable about products and services. The goal is to manage customer expectations by distinguishing limitations from actions the professional can take.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Customer Service Foundations

    with Jeff Toister

    Expand Your Influence


    Customer service professionals are often expected to solve problems that are beyond our
    control. Use this worksheet to find ways to influence a better outcome for your customer.

    1. Identify factors you can’t control. Write those outside the circle.

    2. Identify factors you can control. Write those inside the circle.

    3. Focus on what you can control.

    Can’t Control
    We cannot the time frames provided.
    We have no control over the Billing department.
    We have no control over the technicalities of the platform in trading.

    Can Control
    We can empathize with the trader and tell them that we are also sad and disappointed at their situation.

    We can provide them the correct time frame and give them a personalized service. Even if this is hard and
    may make them angrier at first, they would calm down and know that they were not misled.

    We can learn everything thoroughly about the platform and trading( as I did) so that technical terms of
    trading do not sound foreign to us in case we do need our traders to feel like they are not talking to a
    chatbot.
    Customer Service Foundations with Jeff Toister 1 of 1

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