Build a Culture of Trust in the Service Department
Word-action alignment is a crucial skill for all managers, supervisors, and team leaders to master.
(Boonton, NJ, February 6, 2014) When there’s a high-level of trust in the service center, people communicate well, work well together, and strive to meet common goals. Without trust, guarded communication, speculation, and disengagement can get in the way of productivity and serving customers.
In the February issue of Customer Service Newsletter, Nan Russell author of Trust Inc. discusses the importance of trust and how to build a more trusting culture in the service environment.
Supervisors and managers often think that the place to start building trust is to ask, Are my employees trustworthy? But the truth, Russell says, is that you have to start by asking if you are worthy of your employees’ trust.
Central to this is the idea of word-action alignment. In other words does what you say match up with your actions. Some sticky areas for most managers are: meeting their own deadlines, completing performance appraisals on time, and providing the training and advancement opportunities that were promised.
We all know that trust begets trust and when that happens it manifests itself in very positive ways at all levels — collaboration and team work increases, and there is less absenteeism and less turnover, says Russell.
Additional insights into the benefits of trust and five ways to build trust through your communications appear in the February issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.