Posts Tagged ‘customer service training’

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Got a problem with someone? Try saying, “I’m sorry.”

Friday, October 30th, 2009

Here’s something you can take to the bank: If you’re having some sort of trouble with someone—conflict, tension, bad blood, whatever—nothing gets things back on track like a good old-fashioned apology.

“But I didn’t do anything wrong!” you say, “It wasn’t my fault.”

I understand. And I didn’t say it was. But who’s at fault is not the point. The point is that the relationship has gone bad, and that’s no good for either of you.

Besides, I’m not saying you should apologize for whatever it is you’re disagreeing about. In fact, doing so might do more harm than good. The most important thing here is that whatever you say has to be authentic and heartfelt. Apologizing for something that you didn’t actually do is likely to be neither. And it could even be seen as being manipulative, which is even worse.
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8 beers

Friday, May 15th, 2009

I had an interesting experience at my neighborhood grocery store the other day.  I was walking down the soda aisle, looking for my favorite caffeinated beverage (Coke Zero), when I passed a store employee stocking the shelves.  As he worked, he was also talking on a cell phone.  “Yeah,” I heard him laugh, ”especially after 8 beers!”  I don’t know who he was talking to, but my impression was that it was a personal call.  The rest of his conversation faded from hearing as I walked on.

The good news, I suppose, was that he seemed to be enjoying himself.  But enjoying your work is one thing.  Enjoying yourself at work is something else entirely, and not necessarily a good thing, at least from an employer’s perspective.  And by the way, this was not a teenager talking, if you’re wondering.  If I had to guess, I’d put him in his late 30s to early 40s.  Also, let me say that I have no problem with people drinking, in general.  (Though 8 beers does sound a bit excessive.)  My concern is with the message his conversation sends to me as a customer, and the questions it raises in my mind.  Does he have a drinking problem?  Should I be concerned about him?  Is he drunk right now?  Does management know?  Is this some sort of drink-friendly grocer?  They do seem chipper.  Is there something else going on?  Are other staff members drunk too?
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The problem with “Not a problem.”

Tuesday, April 14th, 2009

This is a pet peeve of mine, but please don’t say, “Not a problem.”  And this is not just me being cranky.  It’s wrong.  Okay, it’s not always wrong.  There are times when not a problem makes sense.  When might that be?  Well, when perhaps it was a problem—when the request might have been an imposition.  Say I ask you to do me a favor, for example.  Me:  “I know you’re busy, but could you possibly help me out with this?”  You:  ”Sure thing. Not a problem.”  See?  There it makes sense.  My request might have been an imposition, but you’re saying it’s not.  Good.

When does it not make sense?  Pretty much anytime other than that.  For instance,  I’m trying to order a pizza.  They put me on hold.  It’s taking forever.  My life is passing before my eyes, it’s taking so long.  Finally, they come back on:  ”Can I help you?”

“I’d like to order a pizza for delivery.”

“Not a problem.”
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