Co-workers are Customers TooCategory: Call Center Tips, Communication, Employee Engagement
Posted by: Greg Alcorn on March 23, 2012
In our industry, we’re taught you should do everything you can to make sure we do everything the client wishes to treat the customer well. The same can and should be said for the way you interact with your co-workers, too.
What if Susie points out a mistake during your monitoring session? Do you get defensive or do you accept the critique in order to better your performance? What do you do if a member of your team asks you for a favor? Do you oblige or do you refute the request? Why is this so important? Your attitude and ability to help your co-workers has a great impact on your team’s effectiveness. If others look at you as someone that isn’t reliable, displays a negative attitude and can’t be trusted, they will seldom get you involved and you will feel like an outsider.
If you’re attentive, respectful and helpful, others will find you as a resource, someone who can be trusted and someone who is a valuable member of the team. The service you provide to your co-workers should be the same as it is to your customers: exceptional.
Think about the qualities and skills you learn in training and how they are applicable to your work relationships.
- Be empathetic. Co-worker having a bad day or needs an extra hand? Be the person who turns it around for them.
- Possess confidence. If you’re offering an idea or giving advice, be confident in what you say. It establishes believability and compels others to listen.
- Become a great listener. Sometimes, others are dying to be heard. Lend an ear and don’t just hear what they’re saying, but listen.
- Display enthusiasm. If someone is sharing their great news, an idea or involving you in a site project/event, show them you are happy to be a part of it. Your enthusiasm will get others on board, as well.
- Speak up and speak clearly. If someone seeks you out, don’t mumble or brush them off. Instead, give them your attention and speak to them in a professional and courteous tone, even when short on time.
- Always be respectful. We all come across disgruntled customers and in those situations we are taught to remain professional and respectful. The same rule is more important with difficult co-workers. You have to interact with them on an on-going basis. Maybe they’re just having a rough day or maybe it’s something deeper. You never know what lies underneath so always maintain a level of respect.
Always strive to be a great employee and an equally great co-worker.