The order matters: in customer service and life


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It’s not just what you do that matters. Sometimes the order in which you do things makes a critical difference. This is true in business, as it is in life.

One example from the world of customer service: When you encounter an upset customer, you can:

1 Apologize to a customer

2 Hear her out at length

3 Help her find a solution.

These tasks, in this order, work very, very well.But, alternatively, you might:

1 Blurt out your proposed solution right away, rushing the customer to a resolution

…at which point, any attempt to

2 Apologize and

3 Hear her out

will fall on deaf ears.

Both approaches include the same three ingredients. But the results will be worlds apart.

Republished with author's permission from original post.

Micah Solomon
Micah Solomon is a customer service consultant and trainer who works with companies to transform their level of customer service and customer experience. The author of five books, his expertise has been featured in Forbes, Fast Company, NBC and ABC television programming, and elsewhere. "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology." –Steve Wozniak, Apple co-founder.


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