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PHQ | QUESTIONS FROM COMMUNITY: In this episode, Joel and Antonia answer a question from an INTJ listener about how to help an ENTP organize their work life.
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9 comments
From an INFJ:
I went to a sales conference long ago and they called a their customer service strategy “under-promise and over-deliver.” I realized that was my strategy already, in the sense that I fully understood how to win over any customer and find a mutually satisfying strategy without making any promises I could not deliver. I never promised things I can’t deliver but I did promise to follow up regularly which is completely reasonable and I let them know I was taking ownership of resolving the issue. If it’s situation that requires a timely resolution I would tell the customer I would call them back for a status update, even if I did not have the desired resolution in place. I would try though to prioritize the issue to get it resolved ASAP.
I would recommend speaking with your employer and coming to a general consensus regarding what would be a good “service level agreement.” It’s a general turn time for each issue that is determined by how timely it should be resolved based on priority and your current case level. You can buy yourself more time and set the expectation with customers that it will take more time, for issues that are not as vital and build in time for fires that need to be put out right away. Some people want things done right away but most people want things completely resolved even if it takes a bit more time. If you can get the message across that it may take a bit longer to resolve, because it’s getting done thoroughly (they will never have to think about it again), most people will appreciate and value this, especially if you check in with them regularly.
I understand if this does not work for you in your world but I hope sincerely that it does.
T
Thank you so much Joel!
Thanks Brianna for the question.
Antonia was referencing our friend Dario Nardi. Here are two great places to start…
Here is his talk at Google.
Here is his book “Neuroscience of Personality”
What’s the name of the study Antonia mentions in this podcast? Is it published anywhere? Is there anyway I can read it? I’ve heard it mentioned several times in the content on this website, and I wanted to see if it was available anywhere.
(I know this question wasn’t directly related to the topic of this podcast, but I asked because I’m sure I’m not the only ine interested.)
Good content as always.