Fortunately/Unfortunately

​Customer service is largely about driving the conversation towards a solution – from “What’s your address?” to “My child is stuck in the turtle tank.” I call that “managing other people’s stress.” With all of that energy going towards helping other people, how do you lighten your load and remain effective? By  anticipating customer needs as best you can and remaining positive.
 
How do you do that? Here's a thought exercise that can help work though your challenges and solutions. You can play by yourself but it’s best with a partner.
 

​Have one person play a negative customer and state a common problem in your organization. Have the other person play a positive customer service representative.


​Guest: I lost my ticket to the movie.

Staff: Fortunately, I have a back up.

Guest: Unfortunately, there's two of us now.

Staff: Fortunately, there are still two seats available.

Guest: Unfortunately, I have a bad back and need a special seat.

Staff: Fortunately, we have a guest back rest.

Guest: Unfortunately, it’s a very long movie.
​
Staff: Fortunately, it’s a very comfy back rest!
 
See? Super fun. (Also good for long car rides with the kids.)
 
So, what does this get us? Let’s deconstruct. 

​Guest: I lost my ticket to the movie. [You’ve identified a common problem.]

Staff: Fortunately, I have a back up. [Be proactive and recognize this happens. Many theaters reserve seat specifically for this reason.]

Guest: Unfortunately, there are now two of us.  [Ok, decide the policy on this circumstance and inform your staff. Is there a discount for second ticket ? Tell them when the next show is?]

Staff: Fortunately, there are still two seats available. [Well, this is a good policy!]

Guest: Unfortunately, I have a bad back and need a special seat. [Tons of people have bad backs. You can anticipate this need.]

Staff: Fortunately, we have a guest back rest.  [So, have a few cushions on hand.]

Guest: Unfortunately, it’s a very long movie. [Maybe recommend a shorter movie? Offer them a wheelchair? Decide the most appropriate offer.]

Staff: Fortunately, it’s a very comfy back rest! [Don’t get the cheap kind, get the good kind.]

​
​This deceptively simple exercise allows you to anticipate visitor needs, effect policy, design staff trainings  and most importantly help manage other people’s stress.
 
Fortunately, it’s an easy game. Unfortunately, there’s no cake.