Bailey Wood copy.docx - Bailey Wood Ladder of Inference The Ladder of Inference is a very important process to use in any customer service role The

Bailey Wood copy.docx - Bailey Wood Ladder of Inference The...

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Bailey Wood Ladder of Inference The Ladder of Inference is a very important process to use in any customer service role. The Ladder of Inference is a thinking process that helps us go from a fact to an action. This process is called a “ladder” because the thinking stages can be easily conceptualized by imagining them to be rungs on a ladder. At the bottom of the ladder we have a fact or belief, for instance a restaurant has low attendance during dinner time. Next, we test these based on prior experiences and beliefs. Then we must find meaning in them. The restaurant can see that this is true by referencing the number of guests that have eaten there during dinner time in the past year. Is this a threat or could it be a benefit? In the instance of the restaurant this would be a threat because they will start to lose money. After we interpret them, we must draw an assumption. Maybe if the restaurant were to send out coupons for our restaurant then it will boost attendance. These assumptions should be what you think others’ motivations are. The guest motivation would be a cheaper dinner. After determining their motivation, we then draw a conclusion based on our interpretation and our assumption. The restaurant should offer a buy one gets one fifty percent off coupon that way it requires at least two guests to come to the restaurant per coupon. With this conclusion, we must develop our beliefs around these, so they will now be in the customers best interest. If the restaurant so chooses, they could continue offering coupons throughout the year. The coupons even when aren’t active will help create

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