Imagine that’s the first thing the team says to you…. ‘I can’t take it any more’
It was awful for them:
🥵A completely frazzled customer service team
☀️A super hot summer and demand for their outdoor range had gone crazy.
Deliveries were delayed
Emails and phone calls were coming in faster than they were getting resolved
A 2 week response time meant angry customers who didn’t hold back from expressing their views.
How we improved staff morale
The staff were demoralised, getting shouted at, disempowered. They spent their lives saying sorry.
But within a week we had enquiries down to 36 hours, I banned them from saying sorry and they could breathe.
A new process, a coping mechanism, some mindset work and a reframing of their response meant that they got their power back.
If your team are struggling, let’s chat.
DM me or book in a call. Link to my diary in the comments.