Everything we do has an impact on the customer, even if we ourselves never interact with them directly. A hostile interaction with a coworker can have a lasting effect on that coworker’s attitude and could possibly be conveyed unknowingly to a customer.
Here’s one of the most basic tips for improving internal customer service: We’re all in this together.
That’s right, if we remember that we are all on the same team, and that our goal is excellent customer service or satisfaction, we may be more apt to put ourselves in our internal customer’s shoes and help them do what they need to do to service the patient better. We are all busy, so it is natural to feel put upon when a coworker asks us to add more to our already full plate. “Is this really my job?” “Can’t they figure it out themselves?” “Am I supposed to just stop what I’m doing to help them?”
The answers are YES, MAYBE, and SOMETIMES.
Yes, it is your job to help your co-workers. Our success depends on the success of the department, the company or the facility. If that fails, we all fail. So, YES, it is your job to help.
MAYBE they can figure it out themselves, but maybe they don’t realize that. Help them by showing them the way. If you take the time now to explain how you handle something, maybe they will be able to handle it themselves the next time. So don’t just give answers, help them to see the big picture.
SOMETIMES you are supposed to stop what you are doing to help a co-worker. But it’s ok to ask if you can help them at a more convenient time. If it is not an emergency, respectfully ask if you can help them in ten minutes, an hour or tomorrow. Most times people will be ok with this, as long as you don’t forget to get back to them. Managing the interruption will allow you to continue working on your priorities, and let your coworker know that you are willing to give them 100% of your attention, but just not at that very moment.
So don’t get mad. Remember, we’re all in this together. It’s not all about you. And it’s not all about them. It’s all about the boss. And the boss is the customer!
Thoughts??? Email me at abbe@TECResourceCenter.com.
this blog was originally posted here
originally posted on http://iamtechnation.com/abbe/
Managing interruptions is critical to managing your time in the busy environment we work in. Do you ever feel like you run from one thing to another and never get the chance to focus 100% on any one thing? I can tell you, you are not alone.