Have you ever gone “down the rabbit hole?” It involves going deep into some topic, some discussion – with analysis that creates complexity as much as it resolves it. And that dive into the rabbit hole often starts with a simple question.
Going down that rabbit hole takes time and energy. In customer service, sometimes that extensive effort is needed, but sometimes it’s not.
Since effort is required to get at the answer, we want to avoid going down that rabbit hole whenever possible. And if we need to dive in, let’s ensure we’re at least going down the right rabbit hole to help the customer.
They had a poor experience at your office, but what aspect of the experience turned them off? Was it the people or the process or the layout or the temperature in the room?
They had issues with your website, but what were the types of issues that they encountered, and what device were they using to access the website?
They had a question about the status of their application, but are they concerned with: Estimated time to resolve, or whether their application was received, or who had it, or what stage it was in the process?
For each of these examples, we could make the assumption for what the issue was, at the office, with the website, with their application. And we could go down a rabbit hole of investigation that didn’t address their core need.
Or…we could ask a few clarifying questions to make sure we knew exactly what they were seeking or curious about. Then, we could confirm the real issue before we determined how to get them an answer. We could know whether we really needed to go down a rabbit hole, and – if so – which one to jump into.
Before you start solving, confirm the real issue.
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