At the conference I presented at this weekend, we worked on the “Change Your Character” exercise for a customer service example. One suggestion was that an internal customer service rep is similar to a babysitter in that they both have to manage bosses (parents) and front line employees (kids).
Sounds close, so if your challenge is helping customer service providers improve their effectiveness, work through how a babysitter handles a new situation:
- Shows she really likes kids & can get along with them
- Demonstrates a professional attitude
- Makes sure she has clear instructions from the parents
- Establishes her role right away with the kids
- Focuses on the kids
- Has strong listening skills
- Knows positive ways to help kids follow rules
- Displays maturity in handling difficult situations
- Acts with firmness, but understanding
- Ensures that kids are fed and comfortable
- Can be flexible when necessary
As always, try to generate 3 new ideas for your situation from each of the babysitter’s behaviors. And remember, my mother lets me stay up to watch Craig Ferguson all the time. She really does!
Check out a compilation of "Change Your Character" creative thinking exercises and information on its use. – Mike Brown
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