Validating Customer Understanding

In order that we can truly understand what the Customer wants from their call and so that we can mitigate any repeat calls to re-clarify the situation, there are a number of techniques that can be employed to validate understanding and ensure first call resolution. It’s probably fair to say that Customers sometimes don’t really know what they want and sometimes are happy to be led by you as the call handler. So besides questions, there are additional ways of ensuring you have the right information from the Customer and that it’s consistent to the conclusion or outcome that your colleagues would have arrived at. Here are a selection of such techniques…

Question Tags

Question tags are used when you would like to double check a point in order to validate/confirm understanding with the customer.

Sometimes, we don't really want to ask a question, but simply to check information.

In this case, it isn't necessary to ask a question because you already know the information. But, using a question tag helps you confirm the information you know is correct.

Going Up…

Question tags can also change meaning based on how you pronounce the tag at the end of the sentence. If you raise your voice at the end of the question tag you are asking if the information you just stated is indeed correct. Using question tags in this manner helps to make sure that you are doing something correctly, or understand a situation accurately. For example:

“Sarah lives in Chorley doesn’t she?” (-By raising your voice at the end, you are checking the info is correct.)

Going Down…

At other times, you drop the voice at the end of the question tag. When doing this, you indicate that you are confirming information you know to be true. For example:

“We’re meeting later today aren’t we?” (- By dropping your voice, you merely need the other person to agree/validate what you’ve said.)

Mind Map Replay

This technique involves jotting down a ‘mind map’ of key words, points the customer makes and questions you still have, while they are talking you through their issue (-and stops you from interrupting them mid-flow!) Starting from the centre of a page write down key words/phrases/questions and even images – anything that helps you to create an accurate picture through your customers eyes, and then draw lines off them like a spiders web to fill in any gaps as you go.

At the appropriate time in the conversation, replay your version/summary to the customer and ask if what you’ve replayed is accurate – continue to go round the map until they agree with your version and when all your questions have been answered.

Mind Map Replay is a great visual way of capturing and organising key information from a customer, and allows you to demonstrate that you fully understand. The map is also helpful in assisting you in figuring out what needs to happen next - sometimes when it’s just in your head, it’s harder to visualise the best course of action/solution.

Top Tip…

Make sure that you use key words and phrases that the customer uses but be sure to seek clarification if you’re unsure - this will help you to build a rapport but also manage their expectations.

‘Circle, Triangle,Square’ Technique

This is a simple, visual technique for ordering information captured during customer calls in order that you can quickly validate your understanding of the situation and have a simple structure for sharing your understanding with your customer.

It involves drawing a…

Circle – In or next to this shape, note down the areas of issue that are still going around in your head (-for questions later)

Triangle – In or next to this shape, jot down the things pointed out to you that stood out for you and the customer – these will help you to establish if you’re both seeing the issue from the same or different perspectives.

Square - List the things that “Squared” or agreed with your thinking, so that you can relay these with confidence and agreement.

Then, use these elements as a framework for your ‘validation’ conversation - Put these to the customer to check that your understanding of the issue matches theirs. This is a great way to help you aim for first time resolution.

Scenario Planning

This technique allows you to gain an understanding of the customers issue, validate it with them and then work with them to come up with a number of options that will solve the issue, and which ultimately, your customer is able to choose from.

Here’s the simple process:-

Definethe issue.

Make a list of what you know.

Identify what you don’t know – ask questions.

Construct multiple scenarios -Now brainstorm different outcomes with the customer that you know will work to solve the issue.

Discuss & let your customer choose thebest option for resolving their issue or their desired outcome –you’ve now definitely validated that you know what outcome they want AND you’ve allowed them to choose it!

This is a great way of ensuring first time resolution and makes your customer feel empowered as they are part of the decision making process.