Here’s part 10 in my 12 blog series on
how to engage and motivate your team on their return from their Christmas break
10. Learn from Mistakes
In any business there are times when things don’t go according to plan or mishaps happen. Review some of the things that have not gone to plan over the past year.
Rather than dwelling on the negatives, reflect on what you and the team have learnt from these events. And ask how equipped are the team to deal with these situations if they happen again.
The more you can anticipate these and train your team in how to handle such situations the more confident they’ll be, and the more likely they’ll deal smoothly with anything else that gets thrown at them.
Even if you think it was a one off and unlikely to happen again your team might be aware of other ‘near misses’ or situations that are almost an accident waiting to happen!
So listen to your team and flush out any other potential risky situations. Then agree what steps you can take to avoid them or minimise their impact, so they are confident they will be better prepared next time!
Your goal is always to minimise the negative impact on the customer experience.
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“7 Reasons why Customer Service Training Fails”