Customer Service Tip – Embrace Uniqueness of Your Employees

So much of what drives the customer experience is what is happening inside an organization. Therefore you should exploit individual personalities and embrace the uniqueness of your employees. Everyone is different and, as a result, may have something special to bring to the table. Let them know how their personalities and unique strengths support your organization. Take advantage of these differences.

Every so often in our training programs, we do an exercise where several small groups compete to find an object in their pockets, briefcases and purses representing each letter of the alphabet. For example, the letter “A” could be a bottle of aspirin. The letter “B” could be a book. The first team to get all 26 letters wins.

This contest teaches several lessons that include:

1. It is easier to complete this project as a team rather than individually.
2. Without giving directions on how to document the 26 items representing the letters of the alphabet, it is interesting to see the different methods that the groups come up with to assemble the objects, proving there is, as the cliché goes, “more than one way to skin a cat.”
3. And as it pertains to the concept of uniqueness and the most pertinent point to this short article, the varied background of the different team members makes it easier to come up with unique objects that others on the team would not have.

Recognize that your colleagues, employees and team members bring unique and different backgrounds, points of view and personalities to your organization. The uniqueness of your employees should be embraced, admired and used to the organization’s advantage.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

(Copyright ©MMXI, Shep Hyken)