0:52
When you don't know what's next, describe the work underway and bring people in to solve it together. Then tell them when you'll update them again. Transparency and inclusion help people handle uncertainty.
When you don't know what's next, describe the work underway and bring people in to solve it together. Then tell them when you'll update them again. Transparency and inclusion help people handle uncertainty.
Part 3: What we're doing now. This is where you explain the work that's already underway. You talk to people about the answers that you're trying to seek out and how you're doing it. And again, this is a great opportunity to solicit their help to get as many people involved in the process as possible. When the people are more involved, then they own the process. You don't have to go and try to sell them or get them to buy in. They're part of it. They're part of the solution. And that's an incredible way to build trust, loyalty, and ultimately respect. And if you really want people to be comfortable with uncertainty, they're going to manage it a lot better when they see evidence of responsible action. Part 4: When will they hear from you again? This is critical. You've got to walk the walk.
Why AI-Only Customer Service Is Failing Customers | Danny Snow on Keep It Human
