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Why Good Customer Service Is Not Good Enough Anymore

Why Good Customer Service Is Not Good Enough Anymore

People complain that business is getting tougher, well, in many ways, yes it is. Ten years ago the internet and especially eCommerce was not such a ubiquitous entity. We were in a boom rather than the current changeable financial environment and customers often had less choice.

Today I can go online, order and have a product delivered within an hour. I think nothing of having groceries delivered to my door, books telegraphed to my eReader by Wi-Fi and even food cooked and delivered at the touch of an app button. It really means that the number of human interactions I make when I am a customer is reducing.

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In another ten years time we may not see anyone (what a lonely place). Customers now use bricks and mortar shops for ‘showrooming’ (see the product and then find it online). This means that, as customer service professionals we need to ‘up our game’ considerably. Good customer service is just not good enough. Just being good may have been okay when we were the only show in town, but in a world where a drone could delivering my shopping autonomously, we have to be provide great customer service!

Lessons from London 2012

I was immensely lucky to have spent a year working for the organising committee for the London 2012 Olympics. This was an amazing opportunity to undertake as a customer service professional. However most of the workforce would be volunteers. As a team we had a common aim, to deliver the very best games experience we could, but this would require immensely long hours, hard work and some tough times. I was salaried, however that was not a motivator for me to deliver excellence and certainly wasn’t for my volunteer colleagues who worked alongside me.

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Lesson one is that money is a motivator, but it cannot be the sole reason for people to deliver great service. Your team needs to:

  • believe in the organisation and what they are offering
  • feel their place in the organisation and the empowerment to really deliver in their job
  • be supported, they need to feel loved by management and their colleagues

You will not be running something as big as an Olympic games, however you still need to embody belief within your team. Do your staff feel that they belong to the organisation? Do they feel listened to? If they make suggestions, are they taken seriously and acted upon?

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Building a better working environment

It is important for management to nurture their colleagues and make them feel that the organisation is as much theirs as it is the management’s. Do your staff know their place and more significantly their importance in the organisation? A colleague should not feel that he is ‘just’ a checkout operator, instead he should feel he is a vital part of the customer facing team. You need to ensure everyone uses language which develops responsibility and does not belittle individual roles. Every member of the team is a vital piece of the organisation and they need to know that. If they are not, you need to re-evaluate why you have as many staff as you do.

Once they know their worth to to the organisation you need to empower them. Consider valid decisions they make to support good service. One of the worst things you can do to a colleague is overturn a decision they make, which they feel is for the good of customer service. No, don’t let them hand over the contents of the till, but if they accept a refund in good faith to appease a long standing customer, don’t overturn the decision. The staff needs to feel that they have responsibility and that you, as management, trust their intelligence and decision making.

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Engage and create trust

Finally there needs to be love (not too physical of course!) – but you need to engage and create trust and friendship within your staff. Simple things will help: speak with staff, say good morning to everyone you see, listen to people. As a manager, a good proportion of your time should  be reserved for your staff, to support them. Never be aloof or unavailable when they need your support. During London 2012, we looked to ensure that we supported our volunteers and other colleagues. We were available and supportive and we all greeted each other. It became fun, despite the hard work and we felt like a real team who had a common purpose and a real role to play in the bigger picture.

We need to ensure that we make an impact on a customer, reinforcing the joy of human interaction – this can be as simple as each staff member greeting and acknowledging customers, smiling and being genuinely helpful. Remember to lead this by example, as managers if you smile and greet, you will find your staff will also do the same.  It is really driven by wow! moments where we go the extra mile to deliver service which just does not and cannot exist in an online environment. In London this changed the whole city! The Games-Makers were an amazing team of hardworking people who smiled, greeted people and were just amazing.

Delivering Wow! moments

Think to yourself, are you delivering wow! moments? Am I adding value? And especially would I bother to shop here? An example from everyday shopping, my wife bought a tablet from a well known chain store. It was more expensive than online, but she wanted the advice and service. What she got was pestering to buy additional insurance (the sales person would not let her leave the till she did!) and she got a product where the security seals had been broken. The result, the next day we went back, returned the item where it was grudgingly refunded (but not without some retraining on the rights of customers) and we bought the product online cheaper. The shop experience was:

  • more expensive
  • annoying
  • we still had to wait until the next day to get a working unit

No customer service wow! moments there. Now one customer will not change the world, but they can tweet and they can start to reinforce the trend to shop solely online… The time is right to up your game…

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Last Updated on October 16, 2019

How to Bounce Back Gracefully After Getting Fired

How to Bounce Back Gracefully After Getting Fired

Whether you saw it coming or not, getting fired is a real shock and its impact is daunting. What did you do wrong? What are you supposed to do next? When will you stop feeling so angry?

But there are ways to deal with a layoff.

The most important thing is to remain calm and see it as an opportunity to reflect, change and improve. This is a great time to consider what happened, look again at your needs and desires and start afresh on a stronger, more constructive basis.

Let’s take a look at how you can bounce back gracefully after getting fired.

1. Deal with the Shock of Getting Fired

To lose your job is to lose your identity as a worker and as a person. Debbie Mandel, author of Addicted to Stress, states that 7 out of 10 of us define ourselves by our job titles, since work is where we spend the majority of our time and energy.

Being laid off affronts your sense of self-worth—it implies that you simply are not good enough. It’s no wonder you feel confused and emotional.

The first thing, then, is to take some time to digest what happened and deal with the overflow of sensations. People who quickly recover from the pain of a job loss tend to do two things very well:

First, they accept their feelings of sadness, anger, fear and shame as a part of the natural healing process.

Second, they do their complaining to a friend.

Never call out your boss in the office or on social media. It’s a bad form to speak ill of the company you work for. Stay stylish, and your employer will speak better of you when you need a reference.

2. Stay Away from the Drama Queens

Mass layoffs are, unfortunately, very common. If this is your situation, then you may be surrounded by a lot of angry people, ruminating and lamenting their fate.

“It’s not fair!” they say. “After everything we did for this company! We don’t deserve this!”

You’ve lost your job and that’s tough. But please resist the urge to join in the negativity. Positivity is by far the most important attitude to apply right now. If staying upbeat means you have to limit your exposure to the Negative Nellies, then that’s what you have to do.

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Remember, life is not harder for you than it is for other people on this planet. You live in a democracy, you have freedom of choice and you enjoy a certain material abundance.

Stay positive and focus on what’s going well in your life and the exciting future opportunities available to you. Getting fired is only a temporary setback.

Staying positing could be challenging in a difficult situation, so these tips can help:

10 Questions To Ask Yourself To Stay Positive When Facing Difficulties

3. Take a Break and Let the Dust Settle

Instead of running straight into another job that may not be the right one either, take a short break to recover from the job loss. You need a week or two to de-stress and meditate on the next step.

Be attentive to your need for self-care during this interlude. Everything goes so fast these days that we often do not stop to think or give ourselves the permission to do a little mourning.

Getting fired is a big shock: you need time to refocus and take stock of the new reality. Do not make things harder for yourself!

What you need is to pause a while and do some self reflection:

How Self-Reflection Gives You a Happier and More Successful Life

4. Be Anchored in the Present

Since you no longer have a hold on the past, but have not yet designed your future, try to build yourself up with the present. What do we mean by that?

We mean that right now is the only time you have any control over. Focus on that instead of losing yourself in memories or reliving the awful day you got fired over and over in your head.

Get up at 7 a.m. each day, whatever happens. The body needs rhythm and habits. You will feel much more energized if you keep a consistent routine. Maintain a healthy lifestyle, revisit your budget, play sports, volunteer. Take care of the practical stuff like claiming unemployment. Enjoy the small pleasures of everyday life.

When you’re busy, there’s no room for the inner critic to raise up and derail you. Keep active, and you will gain more of the precious energy you need so much to move forward.

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Try these things to help you live in the moment:

34 Ways To Live in the Moment And Grow in the Moment

5. Understand the “Why”

There are lots of reasons why people are fired. Sometimes the mistake is yours and it’s embarrassing to admit you backed yourself into this corner.

Other times, it’s not your fault. Businesses change direction all the time—maybe yours is going through a major transition or merger and your job is disappearing.

Either way, to give the situation some closure, you need to understand why you were dismissed. What slipped? What could you have done differently? Was your boss really out to get you or did you do something to put your job in jeopardy?

Be honest with yourself. It’s not easy to admit that you might have dropped the ball but it’s the only way to turn the situation into a learning experience. Ask yourself:

What skills do you need to improve?

Is there training you can access, or learning you can do?

In the end, did this job suit you that much? Were you happy there?

Reflecting on these questions can help you put things into perspective. What lessons can you learn to avoid reproducing the same pattern in your next job?

6. Find out If You Were the Right Fit

Hiring decisions ultimately come down to personality. You can study for an interview all you like, but every candidate who is chosen for interview has the right credentials for the job.

The final decision comes down to personality. Who does the recruiter like the best? Who is a better fit for the company culture? That’s the person who strikes it lucky.

Firing decisions are based on personality, too. Slacking off, insubordination and playing fast and loose with the company rules—these are the official reasons why people are getting fired.

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But all of these reasons boil down to one thing: personality. Specifically, they signal a personality clash between an employee and a manager, or an employee’s fit with the company’s culture.

Here’s an example:

Suppose you were fired for “not being a team player.” Some people, namely introverts, lose energy when they are surrounded by other people and gain energy when they are on their own. Forcing an introvert to continuously work on a busy, noisy team without any solitary rest periods means the job is a mission impossible. This employee will never perform at her best.

Or how about the time the Kansas City Star newspaper fired Walt Disney for a perceived lack of imagination? Talk about a clash of personalities![1]

Getting fired can be a signal to turn inward and do some self-reflection so you can better understand your personality and how it might fit in with corporate culture.

In particular, personality assessments based on Isabel Briggs Myers’ sixteen personality types can help you to understand your own work style and how you can find a job and workplace that better match who you truly are.

In many cases, it is totally liberating to realize that all the crap you had to deal with was just down to a clash of work styles and not something you did wrong!

7. Rediscover Your Strengths and Talents

A personality test can also give you clear insights into your strengths, weaknesses, motivations and work potential. Do you have leadership abilities? How do you communicate and manage conflict? What benefits do you add to an organization?

Identifying your working style should be your top priority right now, otherwise you risk accepting a new position that has all the same problems as before. The last thing you want is to reproduce the same old dramas the next time around.

When you become aware of your potential, you will have the confidence to search and find the type of work you love.

For example, getting fired from your banking job may have knocked you sideways. But you have some stellar home decorating skills, and a personality test shows that you are curious, flexible, rational and resilient—all the traits of successful entrepreneurs. Maybe this dismissal is an opportunity to launch the business you’ve always dreamed of but never dared to admit to yourself?

By considering all your special skills and talents, you increase your chances of finding a job you would really enjoy, and not just the one you can do.

8. Get the Word Out

At this point, you should be ready to take action and move forward with your job search. Let’s not sugarcoat the situation: getting a new job is tough. It helps to have a clear idea of the direction you want to go in, a list of all your crossover skills and a freshly polished resume.

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Look around for inspiration. Talk to recruiters in your sector to establish what they consider to be your most valuable skills. Use all the resources at your disposal: job search agencies, headhunters, work coaches, careers websites and so on. These resources can help you match your qualifications to the job requirements and ensure you have the right keywords on your resume.

Don’t hold back on marshaling your networks. Put friends and family to work to pop up leads, and don’t be afraid to ask for referrals. Sometimes the simple act of getting the word out to the people who know you is the surest way to find work fast.

9. Anticipate Questions and Know How to Answer Them

Even if it wasn’t your fault, getting fired can hurt you if you don’t know how to explain why you were let go. You have to be honest here and tell recruiters the truth. Even if a would-be employer does not specifically ask why you left your previous job, it is better to clarify the situation upfront before it comes out in your references.

The best approach is to take your share of responsibility and show that you want to go forward and that you understand the lesson.

For example, suppose you got fired for asking the difficult questions that no one wanted to answer and your candidness set people on edge. Acknowledge that some people perceive your communication style as abrupt and explain how you’re taking steps to increase your diplomacy skills.

A recruiter can be seduced by someone who knows how to evolve and who shows a great energy for personal development.

10. Adapt and Persist

Throughout this journey, you inevitably will go through moments of self-doubt and disappointment. There are undulations in every road, and these are the normal steps for regaining self-confidence after getting fired.

Stay tough! Don’t conclude that your future is hopeless just because the dream job doesn’t land straightaway. You open a positive path when you maintain focus. Have the confidence to know that the perfect job for you is out there.

Remember, you are not alone. Many people walked this road and they would urge you to keep the momentum. Stay open-minded and go where the opportunities take you: it will bring you closer to the job you really want.

Coming Out on Top

While getting fired isn’t the ideal situation, it isn’t the end of the world either. Even if feels like a doozy right now, you will get through it and emerge happier on the other side.

Be clear on what you want, have courage and believe in yourself. In the end, you may decide that getting fired was the best thing that ever happened to you. It can be the catalyst for a powerful, career-fulfilling change.

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Featured photo credit: Jesus Kiteque via unsplash.com

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