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Planning for Customer Service Success - The Force Field Analysis

February 24, 2012 | Comments: 0 | Views: 222

When managing social customer care the force field analysis system is a great method for determining where to start and how to improve customer service and ensure that all actions and decisions made by your team are for the greatest service good.

The Force Field Analysis

The force field analysis is a technique helps you weigh up all the contributing factors for and against your decision making in day-to-day business practices. It will help you to carefully weigh the cons and the pros of potential decisions and actions your service teams can make.

The great thing about this technique is that it will help to give you a strategy that will become the backbone for your service decision planning process. It will enable you to be able to strengthen forces that support your decision pathway towards great service and it will significantly reduce opposing forces which prevent great service experiences.

In order to use this method of managing customer service care you will need to follow the below tips;

Write down the proposal or plan or action that you need to make or change in the middle of a piece of paper.On the right side of the paper, list all of the forces that will prevent you from changing because they are totally against it. Then, list all of the forces that you need to change on the left of the piece of paper.Last but not least on a scale of one to five put down a number next to each force scoring it. For example, a weak force will be scored with a 1 and a strong force will be scored with a 5.

Once you have done this you will be able to see all of the forces that are against you starting the project or idea - and all the ones that are for it. This in turn will help you to decide if you score well enough and should follow through with the idea.

You can mark down some of the forces that stop you from doing the plan - or increase some of the forces in favor. Sometimes change is good, so the force field management analysis technique is not a very good option for weaker people, trying to implement better methods of managing social care.

Involve the Team in Planning for Service Success

Once you've identified forces for and against your service actions, brainstorm with your team on ways that these forces can be overcome or mitigated. At Disney, team members are trained to look for customer experience combustion points. Combustion Points are where even existing processes or normal actions the team wants to undertake don't work or break down, creating negative customer experiences.

The Disney staff and management then focus on ways that they can improve these areas for potential customer service problems and eliminate or control these points.

Ultimately, for customer service teams to be successful it's not about just wanting to provide great service, it will take careful planning to make sure that the forces that potentially hold us back can be overcome or managed. Just like businesses have contingency plans for market conditions, economic downturns, or changes in customer wants or needs, customer service teams can do the same to ensure continued customer experience success.

Flavio Martins is The Customer Service Management Coach. As a blogger and service fanatic, bad service keeps him up at night so he's on a mission to make excellent service consistent, simple, and easy.

For more free great customer service tips, resources, or to subscribe to the blog, visit:

Source: EzineArticles
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Customer Service


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