During a training class at a large financial institution, we discussed how to improve customer engagement. Because the attendees were dealing with so many different people, with a lot of the same problems, they found that it was hard to connect with each person as an individual. They often found themselves treating clients as just another anonymous voice on the phone.
The group was brainstorming ideas and was doing well with the exception of one woman. Instead of taking responsibility for her attitude, she stated that until management started treating her the way management wanted her to treat their customers, she wasn’t having any of it.
Do you give your power to others instead of choosing to be the best you can be – whatever you’re doing? Think about it, if that customer service rep chose to be the BEST rep this organization had, and her manager started receiving “kudos” calls about her exceptional performance, do you think that her manager would treat her better? You betcha. As it’s been said, you don’t tell a wood stove, “Give me heat and then I’ll give you wood,” you give it the wood first.
By choosing to take action FIRST, you will create the respect, recognition and rewards you desire in your occupation. Like everything else in life, it all starts with YOU!
As I shared with this woman the concept of looking for the good every day, she did have a positive response. A glimmer of hope perhaps? I hope so.