Reversal -
Improving Products and Services
How to use tool:
Reversal is a good tool for improving a product or a
service. To use it, ask the opposite of the question you want to ask, and
apply the results.
Example:
Imagine that you want to improve the response of a
service center. Using Reversal you would ask 'How would I reduce customer
satisfaction?'. Answering this question you might give the following
answers:
- Not answering the phone when customers call
- Not returning phone calls
- Have people with no product knowledge answering the
phone
- Use rude staff
- Give the wrong advice
- Etc.
After using Reversal, you would ensure that staff were
handling incoming phone calls efficiently and pleasantly. You would set up
training programs to ensure that they were giving accurate and effective
advice.
Key Points:
Reversal is a good, easy process for improving products
and services. You use it by asking the exact opposite of the question you
want answered, and then apply the results appropriately.
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