What’s Your Reset Button? | Formerly Reverend
A few weeks ago I was walking the aisles of our customer service contact center where I work in customer service development. It’s a daily practice I have that helps me check in with people and keep a pulse on how things are going.
“How are you doing?” or “What’s on your mind?” I’ll often ask our frontline team members who are in-between calls or live chats. Quick yet meaningful conversations ensue.
Sometimes ideas for new training modules get sparked as I hear pain points and areas of frustration that inhibit performance. Sometimes I hear about difficult personal or family challenges they’re navigating. Other times the conversation is lite. Banter about last night’s game or the latest new brewpub in town.
On this particular day, I overheard the conclusion of a call as I moved past a cubicle. It was one of our female team members who’s pretty much a rock star. Here’s what she said:
“Thank you so much for hanging up on me today, sir. Have a wonderful day!” And it was spoken in a genuine, upbeat tone. Not the slightest hint of sarcasm.
Then she took a deep breath and fielded the next call without skipping a beat. Same genuine, upbeat tone.
I was impressed.
