"Most of us immediately get defensive and self protective when someone tells *us* to improve – no matter how quote-unquote correct the other person is – because this is a basic survival instinct we all share. But when we hear a story about someone else’s foibles, we listen and learn from it. This is because of a well-known principle of behavioral psychology known as “modeling,” which holds that we primarily learn by observing other people.
Customer service skills are best taught by using story telling in trainings. Stop telling your team what to do better, and get them to work scripting stories about how other people handle customer situations. You’ll be amazed at how much energy and creativity they will have in doing something all of us do extremely well: stick our nose in other people’s problems and try to solve them.
Nowadays, when I teach a customer skills course, I often follow a three-step process. I share a humorous fable about a customer situation, teach some of the skills that these characters could use to make the situation better, and then turn everyone loose to complete stories of their own."
Read the full article for examples of the three-step process.