Every day, you make decisions of what to do and what not to do. And in the world of customer service, often the affected parties are our customers, our co-workers, and our company. Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making process…
To choose, it is necessary to know. Herman Finer
Strive to find information that will guide you in your decision-making. Investigate and inquire enough to choose the right course of action.
The understanding that underlies the right decision grows out of the clash and conflict of opinions and out of the serious consideration of competing alternatives. Peter Drucker
To make the best decisions, seek out people who have different perspectives from you. Gather their input on the issue or the solution in order to identify the best response and to build your confidence.
When it is not necessary to make a decision, it is necessary not to make a decision. Lord Falkland’s Rule
Do you have to make a decision right now? If not, don’t feel obligated to make a decision on the spot. Buy yourself some time to seek the input of others and build your comfort level with what to do in a particular situation.
People whose lives are affected by a decision must be part of the process of arriving at that decision. John Naisbitt
Think about who could be affected by your decision. Maybe this includes the customers themselves. Understand the downstream effects of what you are about to decide, and wherever possible, allow stakeholders to weigh-in and help create their buy-in.
When making decisions, seek information, seek the wisdom of others, know whether the decisioning timeline is urgent, and tap into the voice of those potentially affected by the outcomes.
Refine Your Decision-making Process.
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