I like this piece of advice: "Give positive feedback." Too often,
managers start off with "That was great, but…." and then go onto
pointing out all the negative. Positive feedback should come first.
It triggered my thoughts about an interesting truth I’ve learned in the years I’ve been doing training.
Our group will often take actual calls we’ve heard from our clients and professionally recreate them using voice actors, changing names/dates/etc. to protect the identity of the CSR and customer from the original. We’ll play the call in training classes and as participants to discuss the positive and critical aspects of the call. Most often I’ll finish playing the call and open it up for anyone who wants to share their thoughts.
Most often, the group is quick to point out several pieces of criticism. I’m amazed at how a very good call gets ravaged by the group. Then I’ll ask for positive comments. Oh my goodness – you can usually hear a pin drop, and it’s like pulling teeth to get a few morsels of positive feedback.
I saw some research once that said when we have a positive service experience we tell 10 people, but when we have a negative one we tell 25. (I think we need a few more optimists like Maria, Ellen Weber, Liz Strauss and Starbucker)
Why do you think we’re quick to criticize and slow to compliment?