About Social Media Today
A Different Kind of Gift
When we conduct our Napkin Melon Monkey Book Clubs, the CSRs have plenty to say about Aha!#3: Problems can be gifts in disguise.”
The supervisors, (trained to facilitate the Book Club meetings) invite their reps to look at angry customers in a new way. Instead of viewing frustrated, disgruntled customers as an unpleasant aspect of their job, the reps are asked to consider another possibility — that every call they receive from a customer in distress presents a unique opportunity for them to show their best self.
Usually the reps recognize right away that if customers didn’t call them with problems, they wouldn’t have a job. But, what they don’t often think about is the hidden opportunity within each customer call.
The supervisors, (trained to facilitate the Book Club meetings) invite their reps to look at angry customers in a new way. Instead of viewing frustrated, disgruntled customers as an unpleasant aspect of their job, the reps are asked to consider another possibility — that every call they receive from a customer in distress presents a unique opportunity for them to show their best self.
To show compassion for another human being.
Over the last couple of months one of the call centers within Integrys, an energy utility company located in the Midwest, has been conducting their 
NMM Book Clubs. After each session, the CSRs are invited to write additional thoughts about the Aha!s discussed in the meeting. (We don’t ask for their name.)
NMM Book Clubs. After each session, the CSRs are invited to write additional thoughts about the Aha!s discussed in the meeting. (We don’t ask for their name.)(–> This photo from their first Book Club meeting in which each CSR was given a “gift.”)
Examples of some thoughts the CSRs had about Aha! #3.
“I always try to put myself in their shoes – how would I feel? – what would I want someone to say to me to make me feel better?”
.
“Customers are a gift. Without them, I would not have my job. I get many calls where I truly help my customer — they appreciate the help I’ve given. When I truly help my customer, that is a gift….a very good feeling for me. I focus on my good calls….I get so many more of them & those customers make my day!! See, customers are gifts!”
.
”Treat everyone the way you want to be treated. It’ll make the conversation a little more bearable and it’s hard to be angry when someone is treating you with kindness.”
Wisdom to live by today and every day.
.
Happy Holidays!
Copyright 2011 Barbara Burke. All Rights Reserved.
