Over a cup of tea this morning, I thought about a very common theme that comes up in the sessions and conversations I have with people in the industry.
Most of the sessions I run are heavily focused around customer service and building customer service teams, and the common theme that appears is the fatigue of customer service staff.
Anyone who has worked in the industry will know what I mean when I talk about showing care and kindness to customers, and not getting the same in return.
Yes, there are days when customer service staff get it wrong, or lack training, or are simply the wrong people for the job, but a lot of people who get into the customer service industries do it because they love people.
It can be draining when we don’t receive the same enthusiasm or engagement from those we serve, and sometimes you just lose faith. Many leave the industry due to burn out. Some take a break, and many don’t come back.
So, for the month of July I want to run a kindness project and all I ask is this; The next time you have direct contact with a customer service staff member in a restaurant, in a café, in the local supermarket or dry cleaner shop, show them the kindness you would like them to show you. Be the change yourself by being friendly, get off your mobile phone at the checkout, smile and genuinely ask them how their day is. Show interest in their study or their hobbies and offer a heartfelt thank you.
Slow down your life for just a moment to be present in your engagement with this person. You might just make their day.
Yes, they are being paid to do a job and be friendly and kind, but it always goes both ways. So, offer your own kindness and compassion to the person serving you.
A little impact can go a long way.
Kate Bickford MD & Owner - BK AGENCY: