Tag: trust

Fix my issue

FabrizioLeave a comment

Three reasons why this is a great customer service interaction.

05:46 PM | Me: Hi! We made a mistake when trying to change the credit card linked to our account. Basically, we put the wrong e-mail address, and now I have paid for a fully new account instead of payment for the account we already have. Messy, eh?

05:46 PM | Bot operator: If your scheduled payment failed, please, refer to attached Help article for instructions on how to re-process it.

05:46 PM | Bot operator: [App: Article Inserter]

05:46 PM | Bot operator: Did that answer help, or are you looking for something else?

05:46 PM | Me: Talk to a person 👤

05:46 PM | Bot operator: Sure thing! Ahrefs typically replies in under 4m.

05:48 PM | Person from Ahrefs: Hi there thanks for reaching out. Which email address did you pay by mistake to?

05:49 PM | Me: The original account is with *emailaddress*, I paid now with *emailaddress*

05:49 PM | Person from Ahrefs: I will check with our billing team to help move it over to the correct account

05:50 PM | Me: Thank you. Is there something I have to do?

05:50 PM | Person from Ahrefs: nope, please wait for 2-3 hours for the change to be complete

05:50 PM | Me: Thank you!

06:07 PM | Person from Ahrefs: Hi there, the switch is done. Kindly check *emailaddress* and confirm? Please let me know if you have any further questions.

  1. The person helping actually read the first message in the chat, avoiding to ask me to repeat the problem or other silly information – as so often is the case.
  2. In two instances, the service did underpromise and overdeliver – first for the waiting time, then for the time it would take for the change to be effective.
  3. The interaction was straight to the point and focused on having my problem solved – no how are you?, no hope you will have a sunny day!, no I am sorry to hear about your issue.

All in all, a billing issue was solved in 21 minutes, and I got exactly 4 minutes of interaction with a chat bot and a customer service rep.

Note: a couple of bonus points for the tool that Ahrefs is using, that first suggested a relevant article from their knowledge base in the attempt to fix my issue without interaction, then allowed me to download the full conversation without having to ask anybody.

For you and for me

FabrizioLeave a comment

What’s in it for me?

That’s on our mind when we approach something, whether consciously or unconsciously. We have some idea of what we will get from a situation, from a person, from a request. We play scenarios in our head and expect to maximise the value we can get.

Of course, everybody does that at the same time, and so focusing on what you could get is probably not going to take you very far.

Challenge yourself and start with: Here is what’s in it for you.

Once that becomes the default, you will find you can change the world.

Silos

FabrizioLeave a comment

If your organisation has a problem with silos – that is to say, you are dealing with departments caring mainly about their internal processes and KPIs, blaming poor results on others, not aligning around what success looks like -, the best way to break down the silos is to start a project that needs the input and commitment of people that come from the different silos.

Make them know each other, come up with ideas and execute in the same space, define success and celebrate together.

It will teach them empathy for other functions and it will allow them to take that empathy back to their respective teams.

Wrong turn

FabrizioLeave a comment

When things take a wrong turn, the only thing you can hope for is that you have cherished the moments you have had until then.

If everything is a hustle, a battle, a fight, a competition. What are you left with?

Long-term investment

FabrizioLeave a comment

Building good relationships requires that you are in a good relationship with yourself. At the same time, when you are in a good relationship with yourself, it’s often the case that you lose the opportunity to build good relationships.

Use your own inner strength to put strong foundations below the relationships with your partner, with your friends, with your colleagues, with your community.

It’s a long-term investment in well-being.