Bring Story-Telling into the Service Center
Use the power of storytelling to build self-esteem, inspire the team, explain important concepts and get buy in for change.
(Mountain Lakes, NJ, May 20, 2016) — It’s often been said that, "Great leaders tell great stories." But it is also important for frontline service staff to tell stories as part of their daily routine.
As humans, we learn from stories, "and stories can inspire us to action," says trainer and author, Joseph A. Michelli, in the May issue of The Customer Communicator newsletter.
There are a lot of positive stories that come out of rep’s interactions with customers, and it is important that they be told. "Otherwise workplaces can get to be very negative, with people complaining about all of the things that aren’t going well," he says.
A regular practice of having reps share their best and most positive customer service stories at the beginning of every shift is, "a great way to inspire people to get out there and take on the day’s challenges," says Michelli.
Similarly, department managers, team leaders and supervisors can use the power of storytelling to inspire the team, explain important concepts, and get buy in for change.
As the Harvard Business Review notes, "leaders who can create and share good stories have a powerful advantage over others. And fortunately, everyone has the ability to become a better storyteller."
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 group’s materials include The Customer Communicator newsletter, training guides, DVDs, and Customer Service Week celebration materials.