Answers from frontline reps —

I am resolving to look into my time wasters and distractions. My biggest time thief is my computer. When I am talking to coworkers, sometimes I feel like I have to take a second and divide my attention to answer that quick email or chat message. In 2019, I will consider when to say “no” to distracting myself with that email or chat. On the other hand, I will say “yes” to focusing more on coworkers. When I appear to be distracted, coworkers may perceive that I assign less value to their interaction with me. It is my goal to make my associates and staff feel valued and appreciated.

— Megan Wither, Doc’s Doggie Day Care

In order to provide better service for my members and team members, I resolve to take time off at least once per quarter. This past year I did not take much leave from work and felt nearly burned out. In September, I visited England and Scotland for two weeks. When I returned, I came back so refreshed with new perspective and renewed energy. My team seemed eager for my return as well. Two months later, I’m still fresh at work and my team is still working hard. Even a local trip does more than refresh the individual; it also brings coworkers closer together, boosting morale.

— Tracy Cushman, Navy Federal Credit Union

My service resolution for the new year is to set up more one-on-one time with my peers. In an environment where teams work on their own it can make people feel isolated with the situations they are going through. By spending more time with each of the teams, we can talk through our experiences to see what assistance we can be for one another. In doing so, we can better serve our clients and keep each other from feeling that we are separate from one another. We are all here to assist our customers, but we should also be here to support each other.

— Rachel Dillon, Assurant

For the City of Berkeley 311 Call Center our New Year’s resolution is a Focus on Quality. We want to improve both the quality of our customer conversations, and also the quality of the data input into our CRM cases. In our conversations with customers, we will focus on tone of voice, asking appropriate and thoughtful questions, not speaking too fast or rushing the customer, and providing a recap of what we “can” do for the customer. By focusing on the quality of the information in our CRM cases we will minimize the need for follow-up questions from our service departments.

— Kathy Cassidy, City of Berkeley, 311 Customer Service Call Center