On September 18th, we had our second meeting of the Support Driven Book Club covering The Effortless Experience. This week covered the third and fourth chapters.

The third chapter covered next issue avoidance (NIA). NIA is going past resolving the current issue and making sure the customer doesn’t have more contacts for a related issue. Heading off future issues is important to reduce customer effort. This makes sense, right? No one enjoys having to email back days after “resolving” an issue.

The fourth chapter covered how to reduce customer effort through experience engineering. A customer’s perception of how of many efforts an issue took to resolve weighs more than the actual effort. Using tactics like advocacy, positive language, and anchoring expectations reduces customers perceived effort.


Does your company track next issue avoidance (NIA)?

Stacy shared how her organization uses peer reviews to find opportunities for NIA. They put conversations through a support “QA” and one of the things they check is if NIA was used. To make the peer review work well:

  • They have clear standards what support agents are being reviewed on.
  • They align the reviews with team objectives.
  • They calibrate the QA process on a regular basis.

What do you think about customer effort being 1/3rd “do” and 2/3rds “feel”? What are ways that you currently let the customer off when the answer is “no”?

We also had a great discussion on tactics for making a customer feel like a contact didn’t take much effort. We covered how to say “no” without being a dead end. That includes removing phrases like “I’m afraid to say” or “I hate to be the bearer of bad news” from our work vocabulary.

Other topics we discussed

  • Does your company currently track FCR?
  • How does your company currently track to make sure issues are resolved?
  • Does your organization track issues based on things like explicit or implicit issues?
  • Do you currently have experience with “Experience engineering”?
  • Does your organization use advocacy, positive language, or anchoring expectations?

Did you miss the second meeting, but want to join future meetings? You’re invited! Future book club dates are (all 2:00 PM Eastern):

  • September 24: Chapters 5-6
  • October 1: Chapters 7-8

Previous recaps:

Check out #x-books in the Support Driven Slack for the details! Or ask me, @briankerr in the SD Slack, any questions you might have.

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