Last week I had a chance to reset my clock. I spent time with a group in upstate New York, training, learning, sharing, walking out in nature, sitting by the fire … yes, in the snow and below-zero weather. It was fantastic!
In my training work with customer service staff I focus on the more practical aspects of the job: listening, empathy, workplace organization, communication skills, managing stress, managing anger and finding passion in the work.
When you do training in a work site, at times it can be challenging to give people “an experience” of joy, well-being and ease. Sure, exercises, role plays and group discussions are helpful. But phones are ringing, their work is piling up, and the reminders of all the to-do’s are still there. Many times I have encountered reps for whom some of the best advise I could provide is to go out in nature, or start exercising, lifting weights, walking. Why? It is obvious they need to re-set their clocks: connect with themselves, what’s important to them, get some grounding in nature, get perspective.
In customer service, empathy is one of those all-important success components. Great Customer Service Reps are present, aware and can readily empathize with customers — a sure way to provide go-the-extra-mile service. But the truth is that if reps haven’t learned to take care of themselves, they cannot be truly present to take care of customers in a way that really matters and is remembered. Makes sense, right?
It is essential to be able to give our customer service people an experience of ease, well-being and joy so that they in turn communicate that experience to customers in every interaction. If your customer service reps are happy, your customers will be happy. If your reps are stressed, your customers will become stressed. If your reps are angry … sorry to say it, but sooner or later they will breed angry customers.
In the work you do, how do you reset your clock?
- How do you take care of yourself so that you can be there for your customers?
- Does your company help provide this? Do you provide training, off-site or nature retreats, health club memberships?
- How do you take care of your people so they can in turn take care of others?
- Do you agree that this is important?