Tuesday, October 8, 2013

Challenging Co-workers Part 1

Part of giving great customer service is working productively with your co-workers. Teamwork, respect and cooperation go a long way to improving the quality of your day as well as the quality of the service you deliver.

If this was a perfect world, everyone would come to work focused, dedicated and ready to get the job done. However, we don’t live in a perfect world!

In The Colors of Customer Service Training Kit, we discuss ten types of difficult co-workers and how to handle them.

The Gossip
This person has something to say about everything and everyone and most of the time it isn’t positive or constructive.
  • Keep your responses neutral. Do not agree or disagree. “Who knows what really happened?” or “I don’t know what to say about that are good options.

The Complainer
This person is never happy. They don’t see the silver lining, they just gripe about the cloud!
  • Respond with a positive. Find the good in the situation and go with that. Don’t join them!

The Credit Snatcher
This person loves to pass your ideas and hard work off as their own.
  • Without any defensiveness, tactfully acknowledge their contribution as well as your own.

Dramatic Royalty
This person always has something going on. They often overreact and act on assumptions they make.
  • This person will often take advantage of your sympathy. Set boundaries, let them know what you can and can’t do. Don’t be afraid to say no.

Next week, we’ll take a look at the final four kinds of difficult co-workers: The Accidental Boss, The Tattle-Tale, The Fighter and The Lounger.