The business world often feels like a bustling cityscape, with tech support playing the role of the unsung heroes, navigating the often-complex avenues of customer needs. It looks like we’re perpetually in the business of problem-solving. But sometimes, the issue we’re tackling isn’t about the missing software feature or a faltering device. It’s about the frustrated customer at the other end of the line, whose experience with our product or service is tinged with disappointment. This blog delves into how we can effectively escalate these emotionally charged situations, using the OODA loop as our compass and a clearly defined framework to communicate the customer’s predicament to all involved.
Setting the Scene
Let’s consider a scenario: a customer has reported a technical problem. Unfortunately, the resolution hasn’t been straightforward, leading to a drawn-out process that has left the customer feeling discontented. The issue has been escalated, but the team handling it is unfamiliar with the technical issue at hand and the emotional state of the customer.
Making Sense of the Customer’s World
It seems that the first step to navigate this challenge is understanding the customer’s situation and emotions. This might include open-ended questions like “What has been the impact of this issue on the organisations daily tasks?” or “What happens when an attempt is made to use this feature?” Their responses can provide insights not just into the technical problem, but also into their level of frustration or dissatisfaction.
The OODA Loop
The OODA loop – Observe, Orient, Decide, Act – can be a tactical tool to assess and respond to this situation. Start by observing the problem and the customer’s emotional state. What is the issue? How is the customer reacting? Orientation involves understanding the implications of these observations, within the context of the company’s services and the customer’s expectations.
Next, decisions need to be made. Given the technical and emotional context, what are the possible solutions? What further support could be offered to the customer to mitigate their frustration? Finally, action is implemented based on these decisions, whether that’s a technical fix, an apology, or a compensatory offer.
Communication is Key
When escalating the issue, the briefing to the new team should include:
- The Issue: A plain-language summary of the technical issue.
- Customer Emotions: A description of the customer’s emotional state and its cause.
- OODA Observations: Insights from the OODA process.
- Proposed Solutions: Potential actions to resolve both the technical problem and the customer’s dissatisfaction.
Remember, the idea here is to provide a holistic view of the issue, including the emotional perspective, so that anyone reading the briefing can grasp the full context, even without technical expertise.
Conclusion
Technical support isn’t always just about resolving technical issues; sometimes, it’s about managing emotions and expectations too. By using a tactical tool like the OODA loop, empathetic questioning, and effective communication, we can navigate these complex situations, keeping both the customer and the company’s interests in view.
