101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 97. Rely on Me: Team Trust

Individual

Trust and sincerity are fundamental to the success of any team and to building a successful relationship with your customers. Communication, consistency, and cooperative initiatives are critical aspects of maintaining trust. Remember—being trustworthy earns trust.

Actions

• Be cooperative. Use the Golden Rule and treat others as you would like to be treated.

• Listen attentively. Pay careful attention to what group members say and give them good verbal and nonverbal feedback.

• Ask questions and verify understanding. Discuss ideas and opinions to help solve problems and avoid conflict resulting from misconceptions.

• Consider personal feelings. Understand the opinions of others and deal with emotions to better accept ideas and behaviors.

• Communicate openly. Talk about things candidly and accept what others have to say.

• Be neutral. Keep an open mind and don’t make hasty judgments.

• Be reliable. Do what you say you will and never break a confidence.

• Support teamwork. Encourage one another to work toward personal and professional growth.

• Accept accountability. Honestly admit when you are wrong and learn from your mistakes.

• Don’t get defensive. Do not attack others or place blame in an effort to protect your self-esteem.