Big Rocks

Complaint handling

Complaint handling  – It’s all too easy to wait until something has gone wrong to discover your team are not that confident or competent in dealing with complaints, only to end up with a niggling customer complaint escalating into a major problem. That’s because it’s all too easy to let these proactive (big rocks) shift down the priority list.

But, before you get onto “Big Rocks” I have a big rock of my own, and could do with your help, please.

I’m currently working on a new programme to help businesses deliver their own customer service training in-house. I need to make sure I have considered everything, and this is where you come in. If you could have a private conversation with me about developing customer service skills, with your team, what 2 questions would you like to ask me? Just click here and send me your questions. I can’t guarantee I’ll be able to answer individually… But I will try to answer them in a future newsletter. Thank you.

As you plan for the year ahead here’s something to bear in mind…

You may have heard of Stephen Covey’s idea of the rocks and the jar. In case you haven’t it goes like this…

Covey takes a jar, into which he places a few big rocks. Then he adds a bunch of small pebbles, and finally some sand, which fits in around the rocks and pebbles.

The jar symbolises our time, the rocks represent our important priorities, the small pebbles represent things that matter, but that you could live without, and finally the sand which represents busy tasks that aren’t important, and are likely only done to waste time or get small tasks accomplished.

When you place the big rocks in the jar first, then put in the pebbles, and finally the sand, everything either fits in, or the only thing that won’t fit is excess sand.

The metaphor here is that if you try and do this in the reverse order putting sand in first, then the pebbles you can’t fit in the big rocks.

This holds true with the things you let into your life. If you spend all your time on the small and insignificant things, you will run out of room for the things that are actually important.

While you can always find time to work or do chores, it is important to manage the things that really matter first. The big rocks are your priorities, while the other things in your life are represented by pebbles and sand.

One such big rock is scheduling time for staff development, such as setting aside time for developing customer service skills, or any activity which helps develop your service culture.

Let’s take complaint handling as an example. It’s all too easy to wait until something has gone wrong to discover your team are not that confident or competent in dealing with complaints, only to end up with a niggling customer complaint escalating into a major problem. If team members had been trained and coached in complaint handling in advance such a situation could probably be avoided. But it’s all too easy to let these proactive (big rocks) shift down the priority list.

One of the challenges is that we see these big rocks as scary overwhelming tasks. But if your managers and supervisors have the skills to deliver training in-house (be that identifying customer needs, complaint handling, managing customer expectations). It means you can break down this training into bite-size sessions which you can schedule in over several days, several weeks, or simply make part of your weekly/monthly routine.

So, the moral of the story? As you plan for the year ahead, put in the big rocks first – the things that are important, such as staff development and training, even though they are not necessarily urgent yet, or else they won’t fit into the jar. i.e. schedule these into your calendar first.

p.s. please send me your questions- what 2 questions would you like to ask me about developing customer service skills? Just click reply to this email and send me your questions. I can’t guarantee I’ll be able to answer individually… But I will try to answer them in a future newsletter. Thank you.


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