Customer service
Morris Massey's Stages of Value Development
Businesses can provide more personalized customer service by understanding their customers' values and preferences.
Big Five Personality Traits
Understanding different personality types can help customer service representatives adapt their communication styles to better serve diverse customers.
In-Group Favoritism
Recognizing in-group favoritism can help you provide better customer service by treating all customers fairly and without bias.
False Consensus Effect
Recognizing the false consensus effect can help you provide better customer service by considering the individual needs and preferences of your customers.
Fundamental Attribution Error
Recognizing the fundamental attribution error can help you provide better customer service by considering situational factors that may be affecting customers' behaviors.
Outgroup Homogeneity Bias
Being aware of outgroup homogeneity bias can help employees provide better service to customers from diverse backgrounds.
Plutchik's Wheel
Understand the emotions of customers, allowing you to address their concerns more effectively and provide exceptional service.
Peak-End Rule
Resolving issues effectively and ending customer interactions on a positive note to improve customer satisfaction.
Pareto Principle
Addressing the most common customer concerns that lead to the majority of satisfaction improvements.
7-38-55 Rule
Enhancing customer satisfaction by using positive non-verbal cues and a pleasant tone to convey empathy and understanding.
Milgram Experiment
Empowering consumers to assert their rights and seek assistance from higher authorities when dealing with uncooperative service providers.
Maslow’s Hierarchy of Needs
Understanding and addressing customers' needs to enhance their experience and satisfaction.
Stanford Prison Experiment by Zimbardo
Treating customers with respect and understanding, regardless of perceived power or social status differences.
McGurk Effect
Addressing potential miscommunications by confirming understanding and repeating information.
Similar Situations
Wardley's Pioneers, Settlers & Town Planners
Customer Service Improvement: Utilizing pioneers for service innovation, settlers for implementation, and town planners for continuous improvement enhances customer service quality.
Ishikawa Diagram
Service delivery improvement: Ishikawa Diagrams can help identify the root causes of service delivery issues, leading to improved customer satisfaction.
Five Whys
Customer complaints: Investigating the core issues behind customer dissatisfaction to improve products or services.
Self-Serving Bias
Customer Service Interactions: By understanding the bias, you may better manage interactions with customers by taking accountability for mistakes and sharing credit for success.
Maslow’s Hierarchy of Needs
Marketing: Tailoring products and services to target customers' needs and desires, leading to better customer satisfaction and loyalty.
Three R's of Growth
Running a Local Café: Focus on retaining regular customers by offering loyalty cards or personalized service. Happy customers may refer friends, and their positive reviews on Yelp or Google attract new visitors.
Wardley Map
Customer Experience: Mapping customer journeys to enhance satisfaction and loyalty.
Osborne Effect
Announcing a service expansion: Ensuring the timing of the announcement does not negatively affect the existing service's demand.
Pareto Principle
Business strategy: Focusing on the most profitable products, services, or customers to maximize returns.
Peak-End Rule
Sales pitches: Highlighting the most appealing features of a product or service and concluding with a compelling call-to-action.