Kevin's Answers
You asked:
"I have a co-worker who is not very Customer friendly. We work side by side and I often cringe at how they handle our Customers. I know that the Customer is important, but they often act like they are an inconvenience. Help!"
Kevin’s Answer:
As a peer there are some things you can do. First, praise them when they do handle a Customer well. Let them know you appreciate it, but more importantly, give them feedback from the Customer’s perspective. For example, if the Customer left with a big smile, mention that.
See if you can find patterns in their behavior. Are they better at the beginning of the day, and poorer later, or vice versa? Do they seem to become less Customer friendly after a specific negative interaction? Use these clues to help you help them.
In general conversation you might also be able to get them to talk about Customer Service they receive. Always talk about stories of great Customer Service you receive and what you learned from it in solving your Customer’s needs.
My biggest advice is to be encouraging and chip away at these habits one day at a time. Who knows, eventually your co-worker might become a Customer Service Star. Either way, your ongoing project to help them, will make you even more skilled at Wowing your Customers – making it worth your effort!
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