We Don’t Do That Here
by Maureen LoBue, Training Services Manager, Service Strategies Corporation

It’s 4:15 pm. The office you need to file papers at by the end of today closes at 4:30. No problem. It’s a simple matter of handing over the completed papers to be stamped by the person across the desk. But wait. Not so fast. After standing in line for 10 minutes you learn from the frazzled employee that you were supposed to bring 3 copies of the completed papers. You’ll need to fill out 2 more copies and stand in line again. Realizing this will take too much time, you request the employee make copies for you. “We don’t do that here” is the curt reply. When you point out the copy machine a short distance away, the reply changes to “That would cost you.” Ok, cost is not a problem. Please make the copies.

Oh, wait, now the employee sees that the form is incomplete. You must go back to a table, complete the form correctly, and then stand in line again. Ok, you can do this. 10 minutes later, you again get to the front of the line to another employee who tells you the forms are outdated and you must start over. Now you must buy the new forms at another station, complete them, and then stand in line again.

With 5 minutes left till closing, you are for the third time at the front of the line ready to hand in your updated set of forms. The employee looks at your set of forms and informs you that you must have more copies. When you explain that the first employee you spoke with offered to make copies for a cost, the reply in no uncertain terms is, “We don’t do that here!” Trying to reason with the employee only results in the angry response, “If she said she can make copies, then let HER make the copies!”

Sitting quietly at another desk observing the interaction, a calm employee looks at you, reaches out, and says, “Give me the papers. I’ll take care of it for you.” Amazingly, she is able to make the copies and stamp them in the final 5 minutes of office hours and your deadline is met.

What is the moral of this story? Nothing is carved in stone. How often do your support professionals quote policy to their customers? Policy is important and most times it is essential to follow. However, there are times when it can and should be flexible.

Be sure your support team understands that listening to the customer’s needs and assessing the urgency of the situation are critical factors in determining the best solutions. As soon as you tell a customer “we don’t do that here” positive communication has been lost. The impression of the company is now one of negativity and non-caring.

Skills in listening and assessing urgency, as well as negotiating a reasonable solution should be required for all support professionals to avoid the type of situation described above. Watch for these important skills and offer suggestions and support to help hone them. Consider training courses to teach or reinforce them. To learn about some of the courses available, visit www.servicestrategies.com/pdev or contact Service Strategies at info@servicestrategies.com.