7 Habits for EffectiveCustomer Service

Joan Conger, MLIS, MA.OD

Introductions

Name, department, role A key customer service issue

Main Job Today – New Story

Story we tell determines our action, reaction Change my inner story, change outer reality

Not changing behavior = quick fix Changing fundamental principles = mastery

Creating new habits takes time and attention Spiral of incremental, continuous growth

Developing Mastery

Dependence – You do/change for me Independence – I choose for myself Interdependence – We create together

Dependence - You

Independence – I (Habits 1-3)

Interdependence – We (Habits 4-6)

Developing Mastery

Dependence – you do/change for me Independence – I choose for myself Interdependence – We create together

Never impose as a rule before right time Allow to emerge from inner shifts in story

Volunteers treated as committing from inside

Mastery = Balance

Self-mastery = self-reliance = Habits 1-3 Relational mastery = respect = Habits 4-6

Self

Relation

Mastery = Balance

Self-mastery = self-reliance = Habits 1-3 Relational mastery = respect = Habits 4-6

Mastery balances results with capacity Results are “things,” envisioned reality Capacity is relationship, emergent process

SelfHabits 1-3

Relation

Habits 4-6

Results Results

Capacity &

Process

Exercise

Your Own Key Customer Service Issue

Out of entire flow of customer service activities, describe a key issue whose resolution would make your life easier.

Part 1: Inner Mastery

Habit 1 – Freedom to Choose Become aware of my own needs

Results: Choose between reacting and Accepting response-ability

Process: Refocus where I put my energy Circle of Concern – others’ failings, problems Circle of Influence – self-aware, solutions

Self

Response-ability Response-ability

What do I Influence?

What are myConcerns?

Habit 1: Freedom to Choose

Habit 2 Begin with End in Mind

Be able to clearly state my own need

Results: All results are created twice Envision its Truth first, then act (Habit 3)

Process: Shift from duty to purpose Thing-centered – sources of security Principle-centered – sources of Truth

Self

Envisioned results Envisioned results

InternalTruths

External dutiesExternal securities

Habit 2: Begin with the End in Mind

Habit 3 Put First Things First

Be able to act to meet my needs meaningfully

Results: Meaningful priorities allow Exercise of independent will toward fulfillment

Process: Shift from efficient to effective Urgent – reacting to next emergency Important – prepare to not have emergencies

Self

Meaningful Priorities Meaningful Priorities

Stewardship“Do not do” lists

People before things

ChecklistsCalendaringPrioritization

Habit 3: Put First Things First

Exercise

Think about to your customer service issue and imagine a crisis that might occur in the next few weeks:

Habit 1: How could you react? How could you respond proactively?

Habit 2: What is the thing-center? What is the principle-center?

Habit 3: Look back several weeks, what would head it off with stewardship, relationship, principle?

Part 2: Relational Mastery

Emotional Bank Account / Care and Feeding

Must come from within Personal Mastery: Be proactive. Begin with end in mind. First

things first.

What opportunities does a problem point to?

Self

Relation

Habits 4-6

Results ResultsCapacity

Habit 4: Think Win/Win

Constantly seeks mutual benefit

Results: All parties’ needs are met It’s the system not the individual

Process: Increasing, not reducing, resources Scarcity, transaction, law (“ought to”) Abundance, transformation, creativity

Meaningful Priorities Meaningful Priorities

AbundanceTransformation

CreativityTrust, clarity

ScarcityTransaction

“oughts”

Habit 4: Think Win/Win

Relation

Habit 5: Seek first to Understand, then to be Understood

Empathic listening ensures psych. survival

Results: Giving space for their Truth Be understood, affirmed, validated, appreciated

Process: Giving them space, opening myself 10-30% Transaction, logic, rephrase content 90-70% Transform, emotion, rephrase feeling

Giving Space Giving Space

TransformationTrust, clarityAffirmation

Emotion

TransactionLogic

Explanation

Habit 5: Seek first to understand

Relation

Exercise

Think about to your customer service issue and imagine a crisis that might occur in the next few weeks:

Habit 4: (a) Describe the situation from the opinion that someone has to “lose” or give up something. (b) From the opinion that everyone can “win,” all needs can be met.

Habit 5: What conversational content is transactional? What content emotional?

Habit 6: Synergize

Authenticity combines to create powerful novelty

Results: Difference creates unseen third option Requires safety, courage, respect, creativity

Process: Value the potential inside difference Do not start from preconception, existing “rules” Seek the power in the driving/restraining forces

Third Option Third Option

Safety, courageRespect, creativity

DifferencePossibility

Preconceivedsolutions

Existing “rules”

Habit 6: Synergize

Relation

Habit 7: Sharpen the Saw

Creates continuous growth in other habits

Results: Balanced renewal in synergy of Physical, mental, spiritual, social/emotional

Process: Spiral of self awareness and action Move away from “being lived” by others Move toward personal freedom, security, power

Dependence - You

Independence – I (Habits 1-3)

Interdependence – We (Habits 4-6)

Effective Customer Service Effective Customer Service

GradualDevelopment

of New Habits

Current Habits

Relation

Self

Habit 7: Sharpen the Saw

Exercise

Consider the (1) circle of influence, (2) principle/Truth, (3) meaningful priorities, (4) abundance, (5) empathic understanding, (6) potential inside difference that you encountered in your service issue today –

List 5 concrete ways you can incorporate examples of these into your next six weeks.

7 Habits for EffectiveCustomer Service

With principled creativity

We create powerful, peaceful lives.