I delivered a one-day session on Customer Service was attended by over 70 Service Technicians of the Security Solutions Division of Godrej & Boyce
On the basis of their involvement and how they interacted with me, I was able to classify them into 3 types:
1. The REACTIVES – This lot had a problem for every solution we discussed. They found some or the other fault with the concepts & techniques I presented. For my “TRY THIS”, their staple response used to be “WON’T WORK”. They had come with a preconceived notions about what works and what doesn’t and were firmly convinced that they were right. Luckily, this was just a very small minority.
2. The ACTIVES – This lot was more open and amenable to suggestions & inputs discussed during the sessions. They dutifully made their notes, participated in the discussions and promised to apply their learning in the field.
3. The PROACTIVES – This lot added tremendous value to the training by volunteering information, initiating discussions, unashamedly clarifying their doubts and objections, helping others understand and keep up with the flow of the session and by creating concrete action plans to show how the taught concepts, tools and techniques could be successfully applied in their service related interactions with their customers. These guys successfully linked theory with practical and highlighted enough opportunities at work for implementing their newly acquired knowledge.
No surprises then, about who would ultimately benefit the most from the workshop.
Moral of the story – Develop a Proactive Approach
How? In 7 Effective Ways:
1. Inculcate a Growth Mindset. People with fixed mindsets find it a challenge to be proactive, active maybe, but not proactive.
2. Set GOALS. It is difficult to be proactive when you don’t know what you want.
3. Take INITIATIVES. Before others do, and before anyone tells you to do so.
4. Identify OPPORTUNITIES. To improve & change as well as to add value to your existing output.
5. Build COURAGE. Proactive means takings risks, taking falls, all of which a weak heart can’t do.
6. Move out of your COMFORT ZONE. The way to reach the moon is to first break free from the earth's gravitational pull.
7. Be CONSISTENT. Developing proactivity is not a one time activity but an on going process, and you don’t stop till it becomes a habit.
Customer Centric Service Workshop for Service Technicians of Godrej & Boyce, Gurgaon
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