Lucy Glennon specializes in customer service training and recruitment and hiring. She can be reached at 866.645.2047 or lucyg@hireguru.com or at the HireGuru.
CUSTOMER SERVICE – In every jo
Lucy Glennonb there are tasks we’re good at, we’re comfortable with, and that we enjoy doing. These are the tasks that are always at the top of our ‘to do’ list.
Then, there are tasks that make us uncomfortable and that we may avoid. We don’t always recognize this as avoidance or procrastination. We may hesitate to do a task, then rationalize why we can’t do it.
These are the tasks that often are left over on our ‘to do’ list at the end of the day.
What we may not realize is that every new behavior is learned, and the sooner we trying things, the sooner we’ll get more comfortable with it, and master that behavior. The problem is, if we don’t tackle it for the first time, we’ll continue to procrastinate and feel negative about it.
What are the things that frontline service people avoid? Making outbound calls? Asking about money? Saying ‘no’ (even in a nurturing way)? Asking questions?
Whatever the avoidance behavior, there is no cure like changing that behavior.