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メンタルモデルとは? カスタマーサポート向けズレ埋め勉強会
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May 17, 2022
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メンタルモデルとは? カスタマーサポート向けズレ埋め勉強会
aguri otsuka
May 17, 2022
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Transcript
ʮϝϯλϧϞσϧʯͱ ɹɹɹɹɹɹɹɹɹɹɹษڧձ CONFIDENTIAL 'SJ͓͓͔͙ͭ͋Γ
CONFIDENTIAL ͜ͷษڧձͷత ͡Ίʹ
ʮϝϯλϧϞσϧʯʹ͍ͭͯೝࣝΛἧ͍͑ͨ
CONFIDENTIAL ใີͷߴ͍ݴ༿Λ͏࣌ʹؾΛ͚͍ͭͨ͜ͱ ϦʔμϒϧίʔυͰɺ ʮใີͷߴ͍ݴ༿Λ͏ʯ ͜ͱΛਪ͍ͯ͠·͢ త👉ίʔυϨϏϡʔ࣌ͷίϝϯτΛ؆ܿʹ͢ΔͨΊ ใີͷߴ͍ݴ༿ɺ ͻͱݴͰଟ͘ͷใΛ͑ΒΕΔͷͰɺศར ҰํͰɺ
ݴ༿ͷҙຯɾղऍ͕ҧ͍ͬͯͨ߹ʹɺ ίϛϡχέʔγϣϯʹζϨ͕ੜ͡Δ ৫ਤνʔϜͰɺ ʮ։ൃεϐʔυΛ͘͢ΔͨΊʹɺ ಡΈ͍͢ίʔυΛॻ͚ΔΑ͏ʹͳ Ζ͏ʂʯͱಡॻձΛ͍ͯ͠·͢
ɹɹΛ͢Δͷ͕ɺతɻ
CONFIDENTIAL ʮΘ͔ΔʯͱlϝϯλϧϞσϧzͷؔ ࠓ͢͜ͱ
ϝϯλϧϞσϧʺϢʔβʔΠϯαΠτ
ϝϯλϧϞσϧʺظ
ϝϯλϧϞ ϝϯλϧϞσϧͱ ࣮ࡍͷɺԾͷɺ૾্ͷঢ়گʹର͢Δ ৺ཧతͳΠϝʔδ
ೝ৺ཧֶʹ͓͚ΔʮΘ͔Δʯͷఆٛ Θ͔Δͱɺ ೖྗใ͕ɺਓؒͷใॲཧܥͷதͰదʹॲཧ͞Εͯɺ ಄ͷதʹ֨ೲ͞Ε͍ͯΔط༗ͷࣝʹಉԽͤ͞Δ͜ͱ͕Ͱ͖͔ͨɺ ͋Δ͍ط༗ͷࣝΛ͏·͘ௐઅͰ͖Δ͜ͱͰ͋Δ CONFIDENTIAL ʮΘ͔Δʯͱ ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ͍͢දݱͷίπʯ
ೖྗใ͕ɺਓؒͷใॲཧܥͷதͰదʹॲཧ͞Εͯɺ ಄ͷதʹ֨ೲ͞Ε͍ͯΔ ط༗ͷࣝʹಉԽPSط༗ͷࣝΛ͏·͘ௐઅͰ͖Δ͜ͱͰ͋Δ CONFIDENTIAL ʮΘ͔ΔʯͨΊʹಇ͘ͷ͕ϝϯλϧϞσϧ ϝϯλϧϞσϧ ঢ়گʹର͢Δ ৺ཧతͳΠϝʔδ
ɹɹ͏গ͠ղ͠·͢ɻ
CONFIDENTIAL ೝ৺ཧֶʹ͓͚ΔʮϞσϧʯ Ұൠత͔ͭීวతͳࣄ࣮Λલఏͱͯ͠ɺ ͔ͦ͜Β݁Λಋ͖ͩ͢ ͞·͟·ͳࣄ࣮ࣄྫ͔Βಋ͖ग़͞ΕΔ Λ·ͱΊ͋͛ͯ݁ʹͭͳ͛Δ ظهԱͷதʹ࡞ΒΕͨʮҰ؏ͨ͠ʯࣝͷ·ͱ·Γ ࣝΛߏ͍ͯ͠Δཁૉؒͷ༷ʑͳؔʹΑͬͯɺ࡞ΒΕ͍ͯΔ ՊֶతͳϞσϧ👉ʮԋ៷ཧʯɺʮؼೲཧʯ
ϝϯλϧϞσϧ👉ʮࣝͷ·ͱ·ΓΛ͚͍ͭͯΔ͕ؔଟ࠼ʯ
ϝϯλϧϞ ࣝͷ·ͱ·ΓΛ͚͍ͭͯΔ͕ؔ ݸਓʹΑͬͯҟͳΓɺ͔ͭଟ࠼ͳͷͰɺ ʮ࣮ࡍͷɺԾͷɺ૾্ͷঢ়گʹର͢Δ ৺ཧతͳΠϝʔδʯ ͱදݱ͞Ε͍ͯ·͢ ݸʑͷʮϝϯλϧϞσϧʯ͞·͟·
ਓʹώτͷϝϯλϧϞσϧ
CONFIDENTIAL lϝϯλϧϞσϧzͷಛ
CONFIDENTIAL ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ͍͢දݱͷίπʯ ɹզʑɺࣗͷͷ·ΘΓͷڥʹ͍ͭͯɺҰఆͷ·ͱ·Γͷ͋ΔೝࣝΛ࣋ͪɺͦΕʹجͮ ͍ͯڥʹಇ͖͔͚͍ͯΔɻص͕͋Γɺύιίϯ͕͋Γɺຊശ͕͋Γɺʜʜͱ͍͏ೝࣝͰͳ ͘ɺʮصͷ্ʹύιίϯ͕͋Γɺصͷࠨଆʹຊശ͕͋Δɺʜʜʯͱ͍͏۩߹ʹɺ͋Δ·ͱ·Γ Λͬͨੈքɺผͷݴ͍ํΛ͢ΔͳΒɺ෦ͱ෦ͱͷؒʹؔͷ͍͍ͭͯΔੈքΛࣗͷ಄ ͷதʹ࡞Γ্͛ΔɻͦͷΑ͏ͳҰ؏ͨ͠ೝ͕ࣝ͋Δ͔Βͦ͜ɺຊΛऔΔͱ͖ࠨखΛͷ͠ɺ ύιίϯΛ͏ͱ͖صͷલʹ࠲Δͱ͍͏ߦҝ͕εϜʔζʹͰ͖Δɻ ɹจԽੜ׆श׳͕·ͬͨ͘ҟͳΔ֎ࠃߦͬͨͱ͖ͷΑ͏ʹɺ͖ΘΊͯ৽͍͠໘ʹ໘
ͨ͠ͱ͖ɺॠؒతʹڧ͍ετϨεʹ͞Β͞ΕͨΓͯࣗ͠ͷใॲཧܥ͕ԿΒ͔ͷཧ༝Ͱ͏ ·͘ಇ͔ͳ͘ͳͬͯ͠·ͬͨͱ͖ͳͲʹɺΒΒͳೝ͕ࣝൃੜ͢Δɻͦͯ͠ʮԿ͕ԿΒ Θ͔Βͳ͍ʯʮԿΛͲ͏͍͍͔ͯ͠Θ͔Βͳ͍ʯͱͳΔɻ ɹਓؒɺී௨ɺࣗͷͷ·ΘΓʹ͍ͭͯɺͦΕͳΓͷ·ͱ·ΓΛͬͨೝࣝΛ͍ͯ͠Δɻ ࣌ʹɺ͋·ΓదͰͳ͔ͬͨΓɺޡ͍ͬͯͨΓ͢Δ͜ͱ͕͋ͬͯɺͰ͋Δɻ͜ͷೝࣝΛ ཱ͍ͤͯ͞Δͷ͕ϝϯλϧϞσϧͰ͋Δɻ
ϝϯλϧϞ ϝϯλϧϞσϧɺͭͷಛ ዞҙతͰ͋Δ Ұ؏͍ͯ͠Δ ੈͷதͷঢ়گͱͷରԠશͰͳ͍ ঢ়گʹԠͯ͡มΘΔ ࢼߦࡨޡతʹঢ়گͱ͔͔ΘΒͤΔ հ
Ϟσϧ͜͏Ͱͳ͚ΕͳΒͳ͍ͱ͍͏͜ͱ͕ͳ͍ɻ ظهԱʹ͋Δط༗ࣝͷத͔Βɺ໘͢Δੈքͱରॲ͢Δͷʹ͑ͦ͏ͳͷΛݟ͚ͭͯɺ ʮউखʹʯҰͭͷϛχνϡΞੈքͷϞσϧΛ࡞Δɻ ͕ͨͬͯ͠ɺಉ͡จࣈೖྗʹ͍ͭͯͷϝϯλϧϞσϧͰɺखॻ͖ͷܦݧ͔͠ͳ͍ࢁా͞Μͱɺ ύιίϯೖྗΛಘҙͱ͢Δߴڮ͞ΜͱͰɺ·ͬͨ͘ҟͳΔϞσϧΛ࡞Γ্͛Δ͜ͱͷํ͕ɺΉ ͠Ζී௨Ͱ͋Δɻ ϝϯλϧϞ ϝϯλϧϞσϧɺዞҙతͰ͋Δ ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ͍͢දݱͷίπʯ
CONFIDENTIAL ϝϯλϧϞσϧɺҰ؏͍ͯ͠Δ ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ͍͢දݱͷίπʯ Ұ࡞Γ্͛ͨϞσϧɺͦͷϞσϧͷதͰҰ؏ͨࣝ͠ͷߏΛ͍࣋ͬͯΔɻͨͩ͠ɺ͜ ͷʮҰ؏ͨ͠ʯɺՊֶऀ͕࡞Γ্͛ΔϞσϧͷΑ͏ʹཧతʹҰ؏͍ͯ͠Δͱ͍͏ҙຯͰ ͳ͍ɻಉ͡ঢ়گʹରͯ͠ɺ͍ͭಉ͡ϞσϧΛ͏ͱ͔ɺ΄΅ಉ͡ߦಈΛಋ͘ͱ͔͍ͬͨҙ ຯͰɺҰ؏͍ͯ͠Δͱ͍͏͜ͱͰ͋Δɻ ͜ͷҰ؏ੑΛࢧ͍͑ͯΔͷɺݸਓతͳମݧͰ͋Δɻ ঢ়گͱͷମݧతͳ͔͔ΘΓΛ௨ͯ͠ɺϝϯλϧϞσϧ࡞Γग़͞ΕΔɻ͕ͨͬͯ͠ɺࣝཁૉ
ؒͷؔΛಛ͚ͮΔͷɺཧతͳؔΑΓɺΉ͠Ζʮ͋ΕΛͨ͠Β͜Ε͕ىͬͨ͜ʯʢҼ Ռؔʣɺʮ͋Εͱ͜ΕͱΑ͘Ұॹʹىͬͨ͜ʯʢ૬ؔؔʣͳͲ͕த֩ͱͳΔɻ
ϝϯλϧϞ ϝϯλϧϞσϧɺੈͷதͷঢ়گͱͷରԠશͰͳ͍ ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ͍͢දݱͷίπʯ ͦͷରͱͳ͍ͬͯΔੈքͱͷରԠʮશͳͷʯͰ͋Γ͑ͳ͍ɻ ͔ͩΒͦ͜ɺ͍Ζ͍ΖͳϞσϧ͕࡞ΒΕΔɻ ·ͯ͠ɺͻͱΓͻͱΓͷ৺ͷதʹʮউखʹʯ࡞ΒΕΔϝϯλϧϞσϧͰɺଞਓ͔ΒݟΕɺ ͋Δ͍ɺՊֶతͳϞσϧ͔ΒݟΕɺ͓Αͦݱ࣮తͰͳ͍ɺͱ͍͏͜ͱ͕͋ͬͯෆࢥٞͰ ͳ͍ɻ ͨͩɺͦͷਓʹͱͬͯɺͦͷରͱͳ͍ͬͯΔঢ়گͱ͔͔ΘΔͷʹɺ࠲ͷͱ͜Ζෆ߹
ͳ͍ɻ͔ͩΒͦ͜ɺҰ؏ͯͦ͠ͷਓͭͦ͘͜͠ͷϞσϧΛ࣋ͪଓ͚͍ͯΔͷͰ͋Δɻ
ϝϯλϧϞ ϝϯλϧϞσϧɺঢ়گʹԠͯ͡มΘΔ ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ͍͢දݱͷίπʯ ඇৗʹநతͳ߹͋Δ͠ɺ۩ମతͳ߹͋Δɻ ·ͨɺૈ͍߹ɺਫ਼៛ͳ߹͋Δɻ ঢ়گʹ͍ͭͯͷࣝͷྔͱ࣭ʹԠͯ͡ɺϝϯλϧϞσϧࣗࡏʹͦͷϨϕϧ༰Λม͑Δɻ Ұൠʹɺঢ়گʹ͍ͭͯͷ͕ࣝශऑͳͱ͖ʹϚΫϩͳϝϯλϧϞσϧɺ
๛ͳͱ͖ϛΫϩͳϝϯλϧϞσϧ͕ߏங͞ΕΔΑ͏Ͱ͋Δɻ
ϝϯλϧϞ ϝϯλϧϞσϧɺࢼߦࡨޡతʹঢ়گͱ͔͔ΘΒͤΔ ւอത೭ʮ৺ཧֶऀ͕ڭ͑Δɹಡ·ͤΔٕज़ɹฉ͔ͤΔٕज़ɹ৺Λಈ͔͢ɺΘ͔Γ͍͢දݱͷίπʯ ΤϥʔΛ͠ͳ͕Βݱ࣮ͷੈք͔ΒͷϑΟʔυόοΫΛड͚ͯɺϞσϧมߋ͞Ε͍ͯ͘ɻ ͦͷมߋɺ͓͓ΉͶɺಥൃతͰඞવੑ͕ͳ͍ɻ
ϝϯλϧϞσϧҙຯ࣮ଶ͔ͭΈʹ͍͘
CONFIDENTIAL ۀΞϓϦέʔγϣϯͱ lϝϯλϧϞσϧzͷؔ
ͨ͘͞Μͷ͜ͱΛ͘ɺҰؾʹΖ͏ͱ͢Δ࣌ʹɺ ਓؒϝϯλϧϞσϧʹཔΒ͟ΔΛಘͳ͘ͳΔ CONFIDENTIAL ͳͥʮϝϯλϧϞσϧʯΛҙࣝ͢Δ͔ Α͘؍͠ใΛਫ਼ࠪͯ͠அͯ͠ɺ ޡΒͳ͍Α͏ʹ͢Δ ใॲཧͷޮΛ্͛Δ ϝϯλϧϞσϧΛͬͯɺ γϣʔτΧοτ͢Δ
PS ϝϯλϧϞσϧͷద༻Λ৻ॏʹͯ͠ɺ Ώͬ͘Γ࣌ؒΛ͔͚Δ
CONFIDENTIAL δϣϯɾΣΠϨϯʮͷ͘͠ΈͱϢʔβʔମݧɹೝՊֶऀ͕ڭ͑ΔσβΠϯͷޭ๏ଇʯ ɹ΄ͱΜͲͷਓཧΛແࢹͯ͠৺ͷۙಓΛ͍͕ͪͩ͠ɺ ༨༟͕ͳ͘ͳΕɺܦݧଇʹཔͬͯʮαςΟεϑΝΠγϯάʯΛߦ͏ɻ ͭ·ΓɺΑ͘ߟ͑ͯҙࢥܾఆΛߦ͏ͷͰͳ͘ɺࢥ͍ग़͘͢͠ɺ ਖ਼͍͠Α͏ʹײ͡ΔબࢶΛબͿɻ
ۀΞϓϦͷʮͨΓલʯΛఏڙ͢ΔͨΊʹ ϝϯλϧϞσϧΛߟྀ͍ͨ͠
CONFIDENTIAL BHVSJOHPͷ lϝϯλϧϞσϧzͷ୳Γํ
CONFIDENTIAL ࣮ࠓͰɺνϟοτͷϩάΛ݁ߏݟ͍ͯ·͢
ϝϯλϧϞ νϟοτͷϩά͔ΒѲ͢Δ؍ w ͲΜͳݴ༿Λ͍ͬͯΔ͔ w ͦͷݴ༿ΛͲΜͳҙຯͰ͍ͬͯΔ͔ w ʢ͍ͬͯΔݴ༿͔ΒʣͲͷఔͷ͕ࣝ ͋Γͦ͏͔
ސ٬͕࣮ࡍʹൃ͢Δݴ༿ʹࣖΛ͚Εɺ൴Β͕Α͍ͬͯ͘Δݴ༿ɺ͍࣋ͬͯΔઐੑͷϨ ϕϧɺͻ͍ͯఆ͍ͯ͠Δϓϩηε͕Θ͔ͬͯ͘Δɻ ͦΕΛ׆༻͢Εɺސ٬͕ظ͍ͯ͠Δͷʹ͍ۙମݧΛσβΠϯͨ͠Γɺϓϩηε͕༧ͱҟ ͳ͍ͬͯΔ͜ͱͷҙשىΛͨ͠ΓͰ͖Δɻ CONFIDENTIAL ʮϝϯλϧϞσϧʯɺΠϯαΠτظΛ࡞Δछ δϣϯɾΣΠϨϯʮͷ͘͠ΈͱϢʔβʔମݧɹೝՊֶऀ͕ڭ͑ΔσβΠϯͷޭ๏ଇʯ
ϝϯλϧϞ ૬खͷϝϯλϧϞσϧ͕ɺͳͥେࣄͳͷ͔ ʮΘ͔ͬͨʯঢ়ଶʹ͍ͨ͠૬खͱͷڞ௨ೝࣝ ͷج൫Λ࡞ΔͨΊ
CONFIDENTIAL lϝϯλϧϞσϧzͭ͘ΕΔʂ
ϝϯλϧϞ ϝϯλϧϞσϧΛม͑ͨΓɺ࡞ͬͯΒ͏ͨΊͷʮ͑ํʯͷ w ᄻ͑ʢϝλϑΝʔʣΛ͏ w ҙຯΛઌʹ͑Δ w ςʔϚΛ໌Β͔ʹ͢Δ w
֓ཁ͔Β͑Δ w ݱࡏΛ͖ͬΓͤ͞Δ
CONFIDENTIAL IUUQTOPUFDPNBHVSJOODEFDDB zۀπʔϧzͷ69ϥΠςΟϯάྗΛ৳͢ຊɾબ ࠓҾ༻ͨ͠ຊ