My very humorous buddy, Tim Gard, who additionally occurs to be a beautiful keynote speaker, had a fantastic query: Doesn’t anybody know the way to take a praise?
My response was, Don’t most individuals say, ‘Thanks’?
Apparently not. Tim stated he noticed some pleasant conduct from the TSA brokers within the safety line at his native airport in Portland, Oregon. He determined to go with the supervisor, who gave the impression to be confused by the reward. The supervisor requested, Would you like me to file a grievance?
Tim emphasised this was a praise, not a grievance, and walked away, shaking his head and pondering, They have to not get very many compliments.
In order that made me suppose, ought to we take a couple of minutes throughout our customer support coaching and educate the way to settle for a praise correctly? What might seem to be widespread sense will not be so widespread. Simply think about the response from the supervisor on the TSA station.
With that in thoughts, listed here are 5 steps to acknowledging a praise:
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Say Thank You : This may occasionally sound primary, however so many individuals don’t use the phrases
thanks.
You’ll be able to say something good you need however you should definitely embody these two phrases. -
Embrace Context: Embrace a remark past the thanks. If somebody compliments you in your laborious work, say one thing like,
Thanks. On the XYZ firm, we delight ourselves on working laborious for our clients.
This assertion provides genuineness to the thanks. - Share Credit score When Acceptable: If others are concerned, give them the credit score they deserve. This not solely shines a light-weight in your fellow staff, nevertheless it additionally reveals humility.
- Share the Praise with the Crew: Be sure you let others in your staff know concerning the compliments and accolades your clients (and that features your inner clients) share with you. Don’t maintain them to your self!
- Debrief the Praise: Why did you get the praise? Do you get complimented each time you do what prompted the client to say one thing good to you? If not, why not? In that case, is it a part of a proper course of? Wouldn’t it’s good when you acquired a praise each time you probably did this? In different phrases, operationalize what drives compliments!
Most individuals and corporations cease at step 4. All that does is make everybody really feel good. There’s nothing mistaken with that, nevertheless it’s good to take it to the subsequent degree and create a course of or system that will get a gentle stream of comparable compliments. It’s a constant and predictable buyer expertise – one which drives compliments – that can get your clients to say, I’ll be again!
Shep Hyken is a customer support/CX skilled, award-winning keynote speaker, and New York Occasions bestselling writer. Be taught extra about Shep’s customer support and buyer expertise keynote speeches and his customer support coaching workshops at www.Hyken.com. Join with Shep on LinkedIn.
