Over the 20 years that I’ve been advising leaders and their teams on how to enhance customer service, I’ve found that with proper training, customer contact workers can quickly learn to enjoy dealing with external customers - even those who are stressed.   The main people who make their jobs stressful are their internal customers; their co-workers, subordinates, and supervisors.  Turns out, the problem isn’t usually the job itself – it’s office politics. If you’re not into playing politics, if you don’t want to suck-up to supervisors, if you don’t want to step on others to climb the ladder, here are a few questions and answers they won’t tell you in the company manual. 

How do I handle a colleague who is bad-mouthing me to the boss without looking like a whiner?

You don’t.  Or you will indeed look like a whiner.  If your boss has a problem with you, he or she will bring it to your attention sooner or later.  Focus on doing your job well and ignore the other person.  If they write lies about what you’ve said or done, then you need to refute them (in writing, without exaggerating) and copy your boss on it. Stick to facts only; your opinion will only make you look desperate.

I feel awkward trying to find mentors in the office just so I can get a promotion. What’s an authentic way of meeting influential people?

Join your professional association and get involved. Plumbers have plumbers associations; dog walkers have dog walking associations.  They are clamoring for volunteers.  You can easily distinguish yourself by showing-up, offering to serve, and being reliable.  Mentors will appear.  You’ll develop your expertise and your professional network. Eventually, people will want you to become their mentor.      

I'm older and I’m concerned I may not fit in with younger coworkers. Any suggestions? 

In this case “fitting in” doesn’t mean trying to become one of them.  It won’t work and will only make you look insecure.  I’ve had similar questions from married employees with young families who are concerned they may not fit in with single workers who socialize after hours.  It’s human nature to worry about whether people like us – but it’s a waste of mental energy.  The real secret to being liked at work is to be reliable and deliver solid results. Treat everyone positively and respectfully. Then go home and socialize with your own family and friends. 

I just got a promotion and it’s awkward to delegate and discipline my colleagues who were my friends up until recently. Your advice?

You’re right, it will be awkward, but that’s true for any leader; whether they were buddies with the person or not.  I suggest you call a meeting with your team. Openly explain that of course things will change now that you’re their new boss; things would change with any new supervisor. Explain that whatever happens – good or bad with the team - it will be you as their supervisor who will now be ultimately held accountable.  So, while you will ask for their input, you will make the final decision.  You will also be giving each of them one-on-one feedback, both positive and areas for improvement.  In turn, this role is also new to you.  So you will also be asking for individual feedback from each them about ways you can improve as a supervisor.  If they have concerns about your leadership, you are asking them to discuss it directly with you; not behind your back.  (That won’t prevent back-biting from happening, but it will make them more conscious about it when it occurs).

Bottom line

Some reality TV programs give the impression that the only people who get ahead in their careers are those who connive, backstab, and toot their own horns. That may be true in Hollywood. It rarely works in the real world with successful organizations led by ethical people. That is the kind of place where you want to work, right?  In reputable organizations, shameless self promoters quickly wear out their welcome.  Ironically, the best strategy for winning at office politics is to refuse to become embroiled in them.

 About the author:

This article is based on the bestselling book, Influence with Ease by customer service strategist and certified professional speaker Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com

 This material is copyright protected. No part of this document may be reproduced, in any form or by any means without permission from weLEAD Incorporated. Copyright waiver may be acquired from the weLEAD website.

If you employ workers whose first language isn’t English, you may have come to regard these individuals as your organization’s greatest resource.  They are hard working, appreciative, and utterly reliable.  Unfortunately, these same workers may also be your organization’s greatest vulnerability.  Employees whose English isn’t proficient may be unintentionally straining relationships with your customers.  Simply put, if customers can’t easily understand your employees, they will take their business elsewhere; to a place where they won’t have to work so hard to spend their money.

That’s why when organizations bring me in to do customer service training seminars for their team members, we occasionally need to address some of the language issues.  Feel free to pass these tips to your team members …

If English is your Second Language

The locals are friendly

As a foreign-born person now working in Canada or the USA, you may have experienced some local customers being impatient or rude.  You might possibly interpret this as bigotry or racism, when in most cases it isn’t.  More likely, if your English skills (or in Quebec, your French language skills) aren’t proficient, then chances are, that’s the main reason customer are being less than friendly.  So, let’s talk about English language skills.

Don’t stop improving

The fact that your employer hired you indicates that you already have a basic understanding of the English language.  However, a basic understanding is only the beginning.  You need to know the language well enough to clearly understand requests from customers, coworkers, and supervisors.  And you need to speak English fluently enough to be easily understood by others. 

When it comes to improving your English, you’ll get the fastest results by enrolling in courses on English as a second language (ESL).  These programs are widely available through community colleges and other providers.  As for the cost, it is money well spent.  By improving your English as quickly as possible, you make yourself available for jobs that involve greater interactions with customers.  These are the kinds of jobs that typically bring-in more income.  In other words, you are not saving yourself or your family any money whatsoever by choosing not to invest in language lessons.  To get the greatest return on that investment you’ll also need to practice.

When to speak English

No matter how many courses you take, your English will not improve unless you actually practice speaking-it.  The perfect place to do this is at work.  Even if your workplace has lots of people who speak the same language other than English, take the opportunity to practice speaking English. 

What’s not appropriate is speaking your first language with a co-worker, then suddenly becoming silent when a customer approaches. That can be perceived to be rude.  It makes customers feel like they are not welcome; as though they are invading a private party.  As LL Bean said, “Customers are not interruptions to your work; they are the purpose of your work.”  To avoid creating these ill feelings, make it a habit to speak English: a) during your working hours and b) in any location where customers have access.  If you are on a break and in a location that’s designated for “employees only”, then you might choose to speak your first language with a coworker.  Keep in mind though, that the more you practice speaking English – even during breaks - the easier it becomes.  Plus, you and your coworkers can help each other to improve.

Your golden opportunity

Bottom line - your job is more than a just wage; it’s an opportunity.  It’s an opportunity to help yourself and your family.  It’s an opportunity to build community.  And, it’s an opportunity to master a new set of skills.  One way to make the most of this opportunity is to focus on practicing and improving your English.  Good luck!

 About the author:

This article is based on the bestselling book, Influence with Ease by customer service strategist and certified professional speaker Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com

This material is copyright protected. No part of this document may be reproduced, in any form or by any means without permission from weLEAD Incorporated. Copyright waiver may be acquired from the weLEAD website.