Getting feedback is an important way to improve performance at work. But sometimes, it can be hard to seek out, and even harder to hear.
“Feedback is all around you. Your job is to find it, both through asking directly and observing it,” says David L. Van Rooy, author of the new book, Trajectory: 7 Career Strategies to Take You From Where You Are to Where You Want to Be.
As today's guest post, Van Rooy offers these six tips for how to get the feedback you need to improve performance at work. Guest Post By David L. Van Rooy
1. Don’t forget to ask: One of the biggest mistakes people make is assuming things are going perfectly (until they make a catastrophic mistake). By not asking, you’re missing out on opportunities for deep feedback: the difficult, critical feedback that gives you constructive ways to improve.
2. Make sure you listen: Remember, getting feedback is about improving your performance, not turning it into a “you versus them” mentality. Your reaction is cri…
Whether you are in a new customer
service role or simply need some customer service refresher tips, Customer Service Training 101, is the book for you. Now in its third edition (originally
published in 2005), you’ll find practical and actionable techniques and
behaviors to ensure you are providing the best possible service for your
customers. Along with dozens of scenarios,
examples, guidelines and practice lessons, author, Renee Evenson, also provides
a focus on customer service in today’s marketplace, which includes effectively
using social media. My favorite parts of the book include
Evenson’s techniques for effective customer service via the phone and for properly
responding to customer complaints. First, for effective customer service
via the phone: Verbalize what you are doing – explain to your customer what you are doing throughout the phone contact. Never assume that the person on the other end understands. During pauses, tell the customer what is happening – Silence, to a customer…
My two favorite learnings from Stephen
Denning’s new book, The Age of Agile: How Smart Companies Are Transforming theWay Work Gets Done, are the following: First, where Denning explains the 10 elements
of an organization/company that is passionate about, and driven by, the goal of
delighting customers. Those elements are: There is a shared goal of delighting the customer. Top management takes responsibility for ensuring enthusiasm for delighting the customer throughout the organization.The firm aspires to be the best at what it does.Everyone in the organization has a clear line to the customer.The firm ensures it has accurate and thorough knowledge of the customer.Staff members are empowered to make decisions.The firm’s structure changes with the marketplace.Relationships are interactive, vertically, horizontally, internally, and externally.Back-office functions are aligned to serve the customer.Value for customers must be monetizable
for the organization.The second learning is what Denn…