Customer Service: What If I Make A Mistake?

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Customer Service: What If I Make A Mistake?

We hear about organizations that let their employees have fun and engage with their customers over the phone or online. You probably have lots of fun ideas to enhance your relationships with your customers. Sometimes people resist trying anything new because they don’t want to make any mistakes.

Years ago I read a book that took the pressure off concerning making mistakes in customer service. The book was entitled, “ReFocused on the Customer” written by William Murray. The book suggested many ways you can expect to learn, and how you can expect to grow, by being willing to have first time mistakes.

Willingness to make mistakes may be the only way to test out or pilot new innovations with your customers. It will only be through trial and error with the customer that true customer feedback will surface.

First time mistakes will teach you about quality in the form of continuous improvement. Creativity, innovation, and problem solving will flourish. You’ll feel the excitement of being part of an empowered and engaged workforce. Besides, some mistakes or miscues provide new perspectives and the development of new methods, which the customer may appreciate.

Also, you’ll be motivated all day long, as you begin to realize that you are using your time and energy, being creative and productive, instead of draining yourself worrying about little mistakes. Your customers, both internal and external, will enjoy positive surprises and enhanced experiences when exposed to value-added behaviors. The willingness to take risks can be refreshing.

Your reputation will improve with your customers, but more importantly, word will get out about how exciting and fun it is to work for and with you. That certainly makes it easier to attract and recruit the best and the brightest talent.

The best part is that you will be having fun. The feeling of learning will ignite passion and commitment for your department and possibly the entire organization. A little novelty can go along way to keep the relationships interesting and refreshing.

In customer service there is no such thing as failure, just feedback. Experiment with customer service ideas and get as much feedback as possible as quickly as you can. If you would like to develop an agile customer service philosophy, contact me at kit@welchlin.com and I will deliver a presentation that will enhance employee engagement and your customers’ experience.

2016-12-28T16:51:35+00:00