DEVELOPMENT RESOURCES

Library Dues

Leader

One way to keep your service representatives performing to their highest ability is to create a lending library that supports self-directed learning. 

It shows that the organization values the development of its employees and helps create an empowered working environment that increases job commitment.

ACTION

Create a learning resource lending library:

1. Set aside a separate small room or, if this is unavailable, a bookcase that is conveniently located in Human Resources or within a department.

2. Collect a variety of books, audiotapes, videotapes, and magazine articles that aid employees in performing their jobs more effectively.

3. Include the following topics: change management, communication, conflict resolution, customer service, goal setting, managing diversity, presentations, meeting facilitation, negotiation, problem solving, quality issues, stress, and time management.

4. Use a sign-out sheet or computer database file that includes such information as the person’s name, department, e-mail address, and date.

5. Put a time limit on how long the material can be kept out (2 weeks is a good standard) and send a reminder e-mail message if materials become overdue.

6. Keep the information current by adding new resources.

Memory Ticklers

Information Recall

Individual

The ability to remember certain facts and procedures can be an important part of providing efficient and effective customer service. 

Remembering customer names and the details of transactions helps underscore the uniqueness of each customer interaction. 

Although you don’t necessarily need to memorize certain processes and procedures, the quicker you are able to perform them, the faster you will be able to help your customers. 

Here are some techniques you can use to help improve your memory skills.

ACTIONS

• You can train yourself to remember names, lists, and information by “linking” pictures in your mind. If you want to remember a sequence of steps to perform a task or complete a process, try to form a strong image in your mind of each item in the sequence. For example, the basic steps in resolving conflict and their possible identifying images are as follows: identify issues (MAGNIFYING GLASS), ask questions for clarification (QUESTION MARK), brainstorm possible solutions (LIGHT BULB), agree on solution (TARGET), implement solution (ARROW), and follow up (CHECK MARK). When all the image steps are linked together, you will be able to remember the entire process. If you have forgotten steps, rethink that specific part of the link.

• Mnemonics are verbal devices that help you remember things. (They are named after the Greek goddess of memory, Mnemosyne.) There are lots of rhyming mnemonics—for example, “i before e except after c, or when it sounds like a, as in neighbor and weigh.” There are also mnemonics that use the first letter of each word as a reminder. “Roy G. Biv” helps you remember the colors of the rainbow in order: red, orange, yellow, green, blue, indigo, and violet. Initial-letter mnemonics are useful for remembering lists or facts. Make up silly words using the first letters of the words you want to remember.

• Use “cheat sheets” with key words and/or phrases in sequential order for performing a process or procedure that requires several steps.

• Keep a pad of paper handy to take notes when you are talking to others, either in person or on the telephone.