answers Archives - Dennis E. Gilbert

20
Nov 18
-

Just Tell Me The Answers

Tags : answers career leadership shortcuts

In school it may have seemed easy to study to the test. In fact, in some curriculum that is exactly the plan. For real life it may be a different story. Are you just looking for the answers or are you learning along the way?

Shortcuts

It seems like the shortcut. The path that will lead you to the result faster, more efficiently, and with less expense. If we can learn the answer, we’ve shortened the time requirements.

Just getting the answer may help us navigate the software, do a quick fix home repair, or learn how to apply makeup.

Just watch a video. You’ll find the answer.

Finding the answers seems like the right path. Finding them with little expense sweetens the pot.

Why learn the math when you can do it by learning a few buttons on a calculator?

It is the shortcut. The smart and easy way.

Answers

Most of what will unfold in your business or for your career won’t develop from just being told the answer. The greatest success stories haven’t developed from trying the shortcuts.

Time matters, and so does discovering the answers. Answers really are not always the biggest challenge though. There are plenty of highly educated people. They’ve learned to know a lot of answers.

The grass doesn’t become greener just because you’ve learned the answer. The grass becomes greener by doing the work. It is the sweat equity that will create the most success.

At least once a month I bump into someone who wants to make a change for the (assumed) greener grass. When I ask why, they often say, “I want the lifestyle.”

What they really want is all the answers. Skip the sweat.

Even when armed with the answers, there aren’t any shortcuts. Sometimes we all must do the math.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

29
Aug 18
-

Customer Service Answers Not Questions

Tags : amazing answers customer service questions respected

What is the absolute best customer service action? Often it is about being able to supply the answers before the customer knows the question. Are you delivering customer service answers?

The ABC’s of customer service tell us that customer service is about a feeling. It is perception, expectations, and highly subjective.

Two Paths

There are often two paths. The first path is addressing questions and problems from the script.

When in doubt, you supply the same answer in a different way hoping to satisfy the customer need.

This is commonplace for chat help. The highly trained but not highly skilled agent follows the flow chart and waits for your next input.

The better, but much more difficult path is providing timely and valuable information to the customer before the question arises.

Thanks for visiting us again. The elevator is just around the corner to the right, restrooms are on the left.

After you turn it on, you’ll hear a beep. The beep is normal and means it is working correctly.

You’ll see a new feature on your screen. It is an upgrade we’ve been working on for a the past year.

No, it isn’t rocket science or magic. Done properly, providing answers before the question can significantly improve the subjective nature of any transaction.

Customer Service Answers

Here are a few tips to consider for providing answers before the question arises:

Analyze frequently asked questions. What are customers wondering or curious about? Think, what will they need next. Not just now, but next.
New features or design. Change is often a surprise. Surprises can make customers start to lack trust. Identify for them what to expect and when.
Link and leverage. Listen carefully to how they are using the product or service. Connect them with offerings that compliment or leverage their needs.

When you provide customer service answers before the question is asked your service will be valued and respected.

Answering questions is valuable. Providing answers before the question, amazing.

-DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

17
May 16
-

Generation Google

Tags : answers Google search engine

Knowledge and information equal power. Solving problems or finding answers usually creates action and action generates results. When a traditional or baby boomer gets stuck where do they go or who do they turn to for answers? Depending on the scenario they may seek to find someone they believe has the answer, they make a call, consult a book, or decide they’ll think about it for a while.

Woman Typing

Millennials and GenZ (Generation 9/11, iGen) will probably consult their mobile phone or other portable device. They won’t think to ask an elder; they won’t wonder about the hours of the library, they’ll Google for answers.

In the true (sometimes undesirable) spirit of a generational discussion, these actions may represent our differences, but the question we should be asking is, what do the generations have in common about this scenario? The answer is easy; they are searching for information that will lead to a positive action, result, or resolution.

What did you do the last time you were stuck? Did you ask someone or search? Many people tend to just ask or call someone they know. They consult an expert, which is good, but can we find the answer on our own?

We are now deeply rooted in an information age, the answers that we seek can often be found through an on-line search. You may have to change your thinking from asking to searching, but Google, YouTube, Bing, or many other search platforms can help turn a challenging situation into one that leaves us feeling happy and confident.

Do we care that there is a segment of the GenZ population that does not understand how to use an index in a book? Do we care that there is a segment of the baby boomer population that doesn’t know how to use a search engine? Does it really matter, or are we just pointing out our differences?

Reminds me of a story, “Teach a man to fish…” (Don’t know that one? Google it.)

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSP^TM), and coach that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is the author of the newly released book, Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at DennisEGilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+

Tag Archives: answers

Nov 18

-

Just Tell Me The Answers

Shortcuts

Answers

Aug 18

-

Customer Service Answers Not Questions

Two Paths

Customer Service Answers

May 16

-

Generation Google

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