A Different Kind of Gift
The supervisors, (trained to facilitate the Book Club meetings) invite their reps to look at angry customers in a new way. Instead of viewing frustrated, disgruntled customers as an unpleasant aspect of their job, the reps are asked to consider another possibility - that every call they receive from a customer in distress presents a unique opportunity for them to show their best self.
(-> This photo from their first Book Club meeting in which each CSR was given a "gift.")
Examples of some thoughts the CSRs had about Aha! #3.
Copyright 2011 Barbara Burke. All Rights Reserved.