Most of our customer service tips offer advice and guidance. But advice and guidance is useless if the individual receiving it is not willing to listen, learn the theory behind it, and try to apply what they’ve heard or learned.
I’ve personally facilitated hundreds of training sessions with clients over the years, and it doesn’t happen terribly often, but sometimes I will notice an attendee rolling their eyes when I suggest something, or they’re saying something under their breath to the person sitting next to them. Often, I can tell by reading the body language or hearing a little bit of what was said that the point they’re making is “That wouldn’t work with our customers.”
Maybe what we’re suggesting wouldn’t work, since nothing works on 100% of the customers in 100% of the situations. But unless an individual employee has a perfect batting average in their encounters with customers, they can learn more. And even if they are “batting 1000,” the situations tomorrow, the customers tomorrow, the processes of tomorrow, and the technology of tomorrow will all be different, and that risk of striking out is back in play.
So, today’s Tip is not a specific technique. It’s not a specific how to. It’s a suggestion to listen when a co-worker suggests something. It’s a suggestion to be open to hearing a success story and spending a minute to think about how you can apply that to your daily work. It’s a suggestion to hear a technique and not dismiss it because your customers are different. Rather, consider how to apply the why behind the what to what’s unique about you, your company, and your customers.
Being open to learn and grow is one of the greatest assets you can have in this rapidly-changing world of customer service.
View every encounter with your leaders, your peers, your trainers, and your customers as an opportunity to listen and to learn.