Improving Products and Services

Reversal - Improving Products and Services

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Improve your product or service by using the reversal technique.

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 center. Using Reversal you would ask 'How would I reduce customer satisfaction?'. After considering 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.

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After using Reversal, you would ensure that appropriate staff members were handling incoming phone calls efficiently and pleasantly. You would set up training programs to ensure that they were giving accurate and effective advice.

Key Points

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 appropriately.

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Comments (5)
  • Over a month ago Dianna wrote
    indeed the 'reversal' process is a great way to shake things up. A tool I think you can strongly consider for the creative problem solving course you are planning.

  • Over a month ago prakashc wrote
    A brilliant one indeed. Usually we focus on what we want to do, and we do not realize that when we are not doing what we want to do then we are still 'doing' something. It is impossible for us 'not' to do anything. So, when we twist the question around, immediately light is shed on the area of what we are doing currently by not doing what we want to do! And boy does that shake our seats......
  • Over a month ago cobberas wrote
    I really like this approach. A friend used to tell me, if I was in a quandary over something, "think what not to do"!

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