How To Handle Receiving Critical Feedback

Firstly, what is critical feedback?  The Webster’s dictionary defines it as “the act of criticizing unfavourably.”

Most of us would prefer to give than to receive it. We find receiving it difficult perhaps because it is often viewed as something totally negative: someone has just expressed a view that is contrary to our beliefs or judgment implying we could be wrong and, as a result, that we may be seen in a less-than-positive light. We are also hurt most by critical feedback that questions our integrity and job performance.

Yet critical feedback can be constructive if properly given and received. It provides us information as to what is working and what is not. So if you are at the receiving end of critical feedback, it may not be wise to simply shut out.

Know that there are basically three types of critical feedback: valid, unjustified and simply a difference of opinion. As humans we are not perfect and we do make mistakes in which case the critical feedback would be valid and we would need to take corrective action. Sometimes, we may fall short of someone else’s expectations which are not communicated to us ending up with them disappointed in which case the critical feedback may be unjustified but would still require some sorting out. Yet there may be times where the critical feedback given may simply indicate a difference of opinion.

As a response to critical feedback, first overome our natural instincts that may cause us to over react such as counterattacking and becoming defensive. Next, assess how the critical feedback was given, the intention behind it, and how valid you believe it to be. Finally, decide on what action, if any, you want to take with the feedback.

Service Excellence – Release Your Service Mindset

Fundamental to delivering service excellence is a belief in people and their indisputable power of serving others. We are not referring to the power over others. Rather, we are talking about the effect you can have on others through your actions of relating or responding to them for a positive outcome. 

There is nothing wrong with serving or learning to serve others. Learning to feel and care for others. In fact, it is a virtue to be cherished.  Perhaps we have had too much of a good life that we have forgotten about others around us other than ourselves. If you like to be served, as many of us do, do you not think others would love to have you do the same for them too? 

It is not impossible for us to excel in service. Afterall, we are a people known for our obsession with world class practices, across all industries and institutions, and have done well in many of these areas. It will be sad if we come this far with our hardware but void of the other heartware. Wouldn’t it be nice to have foreign friends and visitors say our country is “warm, friendly and hospitable” instead of the usual just “clean and green city”? Equally important is to also extend service excellence to our own kind so that we grow into a more gracious and caring society. 

Wherever you are, wherever you go, you can choose to create the ideal environment for interaction that creates a positive experience for you and others around you. Having that mindset will shape your attitude and determine your response. Your tone of voice will be more positive and engaging. You will be ready to listen and will come across as caring and concern. You will begin to smile more often. 

Remember that service is interaction between two or more people. It is about building relationships between you and others. You can make the choice to respect the other person and treat her as you would have her treat you, and your attitude and behaviour will naturally reflect that commitment.

Service Taboo – Putting Customer On Hold

Have you ever been put on hold or kept waiting when you called a company? How did you feel as a customer?

This is a sure killer. If your corporate music or marketing message comes on while your customer is on hold, your customer will become delirious.

Recently, I called XYZ for a cab to make a booking as I needed to get to a downtown office for a very important meeting with a client. When I got through and before I could say five words, I was put on hold. An automated voice came on, “Thank you for calling XYZ. All our lines are busy at the moment. Your call is important to us. Our service representative will attend to you shortly. Please hold.”

This message was repeated eight times as I was kept waiting for more than two minutes. I hung up and made a fresh call. The same thing happened again! Guess what? I simply hung up and called another company!

Did the company really value their customer call as important? Was that a good customer experience for me? You know the answer. Am I likely to forget especially when this has happened before with the same company? Not likely. In fact, you can be sure I will tell many other people about this bad experience.

Businesses need to remember that when a customer is put on hold for ten seconds, it probably is too long a wait. If the customer is kept waiting for longer, it will certainly feel like an eternity. Customer-centric organizations know the importance of setting service standards and meeting or exceeding them.

Delivering Service Excellence

We are pleased that the Army Fitness Centre, SAF, invited us to deliver the topic to their staff members recently on March 3, 2011. Our Robert Chew presented to an appreciative audience that packed the auditorium at the Pasir Laba Camp. See their comments on the testimonial page.