Reversal - Improving Products and Services
How to use tool:
Reversal is a good tool for improving a product or a
service. To use it, ask the opposite of the question you
want to ask, and apply the results.
Imagine that you want to improve the response of a service
centre. Using Reversal you would ask 'How would I reduce
customer satisfaction?'. Answering this question you might
give the following answers:
Not answering the phone when customers call
Not returning phone calls
Have people with no product knowledge answering the phone
Use rude staff
Give the wrong advice
After using Reversal, you would ensure that staff were
handling incoming phone calls efficiently and pleasantly.
You would set up training programs to ensure that they
were giving accurate and effective advice.
Reversal is a good, easy process for improving products
and services. You use it by asking the exact opposite of
the question you want answered, and then apply the results