Build a Culture of Trust in the Service Center
One of the most valuable things that managers can do is to demonstrate the importance of trust in their own relationships with customer service reps.
(Mountain Lakes, NJ, July 27, 2017) — "There are a lot of good things that can happen when trust is a part of the workplace culture," says Nan S. Russell, a consultant and author of Trust, Inc. and It’s Not About Time.
"Things can happen faster, more smoothly, more easily, and without conflict — and you get better results, including better service for customers."
In the July issue of Customer Communicator newsletter, Russell advises reps to avoid the following six trust-busters when working with customers and coworkers.
Trust-buster 1. You over-promise and under-deliver. "If you don’t take your words seriously, why would someone trust them?" Russell asks.
Trust-buster 2. You operate as if others can’t be trusted. Whether it’s via your language or communication approach, you broadcast your distrust of others.
Trust-buster 3. You avoid personal accountability. Blaming others, failing to apologize, and offering excuses aren’t trust-building behaviors. Being accountable is.
Trust-buster 4. You take credit without acknowledging others’ contributions. "You may think you did it alone, worked the hardest, or came up with the idea, but others influenced, helped, and supported you," says Russell. "Not recognizing that reduces trust."
Trust-buster 5. You tell half-truths and use spin, avoidance, and weasel words. "Communications not grounded in integrity, forthrightness, and honesty impact trust," Russell says.
Trust-buster 6. You use email or text messages, to deliver difficult messages. Hiding behind one-way communication or relinquishing involvement is always a trust-buster.
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.