Not good at customer service?

failure This blog focuses almost entirely on what people who are good at (or want to be good at) customer service should do.

But what about those that aren’t good at customer service? Or those who have tried customer service, didn’t like it, and don’t want to do it anymore? What can these people do in a customer service-centric organization?

The first step is figuring out why the employee didn’t like customer service. Did they not like dealing with upset customers? Were the hours tough? What went wrong?

If the reason doesn’t show the employee is anti-social or against working on a team, then it is probably okay to move on to the next step. If the employee might be anti-social or doesn’t work well with others, chances are they won’t fit in well with any part of the organization. Even people in relative “loner” positions need to be able to work well with others within the organization.

If the employee couldn’t handle the hours or something like that, then you can look for other parts of the organization for the employee to work in it. There is usually plenty of behind the scenes work to be done in most companies. Handling upgrades/downgrades, data processing, updates, etc. What can be done often varies a lot from company to company. A lot of employees do well in these areas if they don’t like the frontlines as much.

A good way to figure out what might be a good fit is to ask the employee where he or she would like to work. If the employee’s suggestion seems reasonable, give it a try. If you’ve tried to accommodate an employee a couple of times with no success (and other employees do well in these roles), then it is probably (unfortunately) the employee. You’re bound to encounter people that just don’t fit in at your company. It’s expected.

The most important part is to give those that are willing a shot.