Your way + My way = Our Way.
The hallmark principle of excellent customer service is being others-focused. This manifests in many ways. One of the most powerful is the mindset of always seeking to understand where the customer is coming from, finding out their point of view, really listening to their opinions and concerns, etc. Then taking that data, combining it with the information you are armed with and acting out the YourSpace Principle - Your way + My way = Our way.
This isn't just pretending to listen for the purpose of making the customer feel heard. The YourSpace Principle is a methodology designed for four purposes:
- Leaving the customer feeling appreciated
- Gathering useful information from his or her side of the situation
- Providing the customer a clear explanation of your side
- Moving forward with a plan aimed at satisfying both sides' needs
Next up, the Thunder Principle - Have one face for the organization...