Reverse Brainstorming
How to Make Our Customers Angry
  Book appointments for the wrong dates
    Confirm appointment date at the end of calls
      Take Action!!
    Send confirmation text message 48 hours before appointment
      Research Required
    Mark as negative performance for the responsible staff if happens
      More Discussion Required
  Put the customer's phone on hold and forget about them
    Set an alarm system for the telephone call if goes over 5 minutes (except calls to support team)
      Research Required
      More Discussion Required
    Avoid putting customers on hold
      Take Action!!
      Answer the call unless there is life-and-death issues
  Long waiting time
    Provide something for people to kill the time
      Research Required
      More Discussion Required
      For example?
    Set shorter time limit for each service
      Research Required
      More Discussion Required
      How to make it acceptable
  Replace our chairs with uncomfortable ones
    Add cushions on the chairs
      Take Action!!
    Change to expensive massage chairs
      Idea Banned
  More reverse problem statement...
    Solution 1
      Take Action!!
      Detail step 1
      Detail step 2
    Solution 2
      Research Required
      Question 1
      Question 2
    Solution 3
      More Discussion Required
      Question 1
      Question 2
  Improving Customer Satisfactions
  Process
    1. Write down the challenge at the title box at the right bottom corner
    2. Write down the reverse challenge statement in the central topic
    3. Brainstorm the reverse problem to generate reverse solution ideas. Put them in the main topics
  Reverse Brainstorming for
    4. Provide detailed, real solutions to the original problems in the subtopic levels.
    5. Use Labels to evaluate the solutions
    6. Write down action details: steps for action taken and questions for solutions that need more research or discussions
  xmind.net/blog/en/brainstorming-template