Customer Service I just got off the phone speaking to a customer service representative for my credit card company. I called to ensure that my account is current & that the card replacement Ive placed should be sent to a different address. The associate did so in the best way she could attend to my needs. Her faulty English left much to be desired. She was very surprised though when I requested to speak to her Supervisor to tell the latter that her rep was awesome & that I really thanked her for her service. That rep actually did nothing but a) told me my balance b) updated my new cards mailing address and c) reminded me what Angie should present say I wont be available to pick my card myself. I guess my point in giving that rep a kudos was to highlight the good that others do when the opportunity arises. Our awareness & appreciation of this girls little good deed diverts our energy from being spent on unnecessary complaints that often otherwise accomplish nothing but make someone feel bad about himself or herself. It thrilled me to know that my compliment for that girl would make her take care of the next customer better, and the inspiration & the positive results shed get from her other customers would lessen the chances of her quitting her job. In turn, my credit card company gets to keep its good people. I used to be a real brattinella until time has made me the wiser & I have learned that making people bad does not make a person better. That is, if you point out someones mistake and make her feel so bad about it, chances are, shed BECOME that mistake instead of making her see its a mistake she could actually avoid from making again. I had this in mind when I was honored a stint as a mentor. I tried to dwell so much on what my agent did best on the call, and took so much tact & understanding in getting my agents find out opportunities we could work on together. When we began outlining an action plan by which we could correct a behavior, I made sure I got them to understand the following: a) that they got to see what is in it for them & their customers b) that this one or two mistakes did not necessarily represent them on every other call where they were doing spectacularly c) that getting bad surveys did not necessarily mean they were dumb or incompetent, that I understood that surveys are perceptions customers have of you & your kind of service & that they could be distorted by a couple of other factors including a customers own biases & unmet needs that the companys processes & business interests can not provision d) that what I taught them was really something that I could do myself & had been practicing. That I could walk the talk & I shouldnt be indoctrinating them on human connection if I could not do it myself, moreso if I couldnt even demonstrate to them a modicum of empathy & understanding which is essentially what it is all about e) that I should not be overcritical to the point of sounding like I was a God who could not err, chastising them in a way as to de-humanize them into malfunctioning robot over one technical mistake or neglect. That I well realize how its so easy for someone to sit outside of the call & critique & how its entirely different to actually do it himself/herself call after call under all curcumstances as the mind and body could only do so much over time I guess what Im actually pointing out here is: while we make sure we are able to deliver quality, we have to make sure we improve on the quality by which we take care of the PEOPLE who generate this QUALITY for us.
Posted on: Sat, 22 Nov 2014 08:10:30 +0000
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