This week we had our MAGIC customer service training.
Although I have been working in customer service for a while now, I still
learned some things that I didn’t know before. It was a long day packed with
lots of applicable information that Jess and Matt presented in a way that was
engaging and interesting.
The thing that I found most interesting was how Dwellworks
focused more on the relationship of the interaction rather than just getting to
the problem right away. During all of my previous customer service jobs the
relationship with the customer wasn’t as important as getting them what they
need. Here at Dwellworks though that is the most important part, making and
maintaining the relationships with clients. Another big take away that was different from
my previous experience was the empathy aspect of MAGIC. Really understanding
the customer and seeing things from their point of view are something that I think
makes Dwellworks exceptional when it comes to Customer service. Sometimes
people just need someone to listen to their problems, even if you can’t help
directly, just giving them your attention and putting yourself in their shoes
can make a big difference. Another topic that I think will be very helpful in my life is the Bad new burger. I am a person who hates confrontation, and delivering bad news can lead to that. This method gives you a way to deliver bad news while still staying positive. Starting off as being empathetic, then telling the bad news, but quickly following up with a redirect of what their next step should be or what we can do for them.
Everything I learned in MAGIC I can apply to not only my
work life, but my everyday life.
Valarie Reinig
No comments:
Post a Comment