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Managing customer suggestions during issue resolution starts with 6 questions

In your weekly problem resolution status update meeting, your customer, despite their lack of detailed understanding of your product and process, keeps offering “helpful suggestions” about what to do next. Your team, not wanting to upset the customer, accepts all the extra work, regardless of whether they think the new activities will help solve the problem or not. Frustrating, right?

The heuristic described in this infographic is your first line of defense. Assessing each customer suggestion using the series of 6 criteria will help you determine whether or not to agree to follow up on it. Well-founded, testable suggestions can be considered for action. Implausible or unverifiable ones should be rejected.

Not sure how to go about telling your customer “no” without causing a backlash? Let us help! Our proven strategies, tactics, and tools enable teams to defend their precious time and stay focused on value-added actions while simultaneously maintaining customer confidence and good will.
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