One of our group members received an e-mail the other day from a front-line CSR with whom we have worked for many years. We have provided Quality Assessment, customer service training and call coaching for this client for 17 years. "I have been thinking about the things I learned through [c wenger group]," she wrote. "I decided they are life skills. I use them every day. They do
I’ve received similar messages from people after a training or coaching session. After one session a woman said to me, "You gave me some great principles for serving customers on the phone, but I also realized that the same principles apply to how I should communicate with my spouse and my children. Thank you."
The principles of providing great customer service are life principles:
- "Treat others the way you wish others would treat you."
- "Give and it will be given to you."
- "If a person asks you to walk a mile with them – go ahead an walk two."
- "Be faithful with a few things, and you’ll find yourself placed in charge of many things."
- "Do the best you can with what you have."
- "The greatest leader is the servant of all."
- "You will be judged by the same measure with which you judge others."
- "A good name is worth more than great riches."
When I’m old and gray (grayer than I am now), it really won’t matter much – in the grand scheme of things – if I helped a person raise their QA score from 83.8 to 95.9. What will matter is that someone picked up on a service principle, applied it, and it made a positive difference in their life and their relationships.