Webinar Report- Solving Service Failures: 3 Causes of Inattentive Service

Last week I attended a webinar entitled “3 Causes of Inattentive Service” conducted by Jeff Toister (@toister) of Toister Solutions.  He began the presentation talking about a visit to a hotel and upon arrival was told to wait in the lobby while the hotel staff prepared his room.  The front desk staff then proceeded to help other people in line.  Fast forward an hour or so when Jeff went back to the front counter and asked if his room was ready only to find out that it had been ready for a half hour and customer service had basically forgotten about him.

I have been in his shoes many times.  In a fast-paced customer service environment it is so easy for a customer to fall through the cracks.  In the webinar, Toister presented some practical advice on how to avoid this.  Here are a couple of my key takeaways:

1. Multitasking- We learned that the brain can actually only process one conscious thought at a time so it’s no wonder that when we are asked to multitask it can actually make people less attentive and less effective.  I have always thought that the ability to multitask is a really good thing but feel challenged to simplify our customer service jobs.  This ensures that our employees give each and every customer better focus leading to better customer satisfaction with each interaction.

2. Prioritization- Jeff used the example of a fast food restaurant where you have a line of  people waiting to order and a customer barges in asking for ketchup.  Who do you help first?  You have a few options…

  • Finish taking the order of the person in line and then get the ketchup.
  • Work through the entire line and then get the ketchup.
  • Get the ketchup and be distracted from the order you are in the middle of.

Which would you choose?  This is a terrific challenge to look at the daily job responsibilities of our employees and set priorities to ensure that they are assisting customers in the right order and no one is missed.

In all it was a terrific and I look forward to reading his forward to reading his book entitled “Service Failure.”  Check out his book and his website to find some terrific resources on customer service!

[custom_author=admin]

Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

3 comments

  • Thanks for adding this re-cap to your blog! I appreciate you attending the webinar and I’m glad to hear you got something out of it.

    Your readers can access a recorded version of the webinar from the link below:
    http://connectpro61636770.adobeconnect.com/p3xu1zc1yyh/

    • Jeff,

      Thank you so much for commenting and for sharing the recording of the webinar! That’s a terrific resource.

      Jeremy

  • Many companies these days are outsourcing help desk support not only to minimize the expenses but also to redirect the focus of the business to more important revenue generating activities. Help desk is an important part of the business as it provides support to the customers of the company. An effective help desk support can improve business efficiency, customer retention, and can be a good marketing factor that a company can use in attracting customers. This articles aims to help everyone understand the function of help desk to the business and the advantages of outsourcing this activity.

Leave a Reply

Your email address will not be published. Required fields are marked *