Sometimes a person's family history and upbringing simply do not support uninhibited service to others. The learned behaviors are just too strong. In these cases, training and coaching may help, but in extreme cases the person may just not be a good candidate for a customer service or customer interaction position.  

In these cases it is necessary to work closely with the team member to find the most appropriate solution, such as, transferring to another position. 

In this situation it is also best to get counseling from the Human Resources Department on how to proceed. 

Additionally, the team may want to discuss the process of how new team members are added to the team. Does the team need a better screening process to find people with a stronger service orientation?

Recommended Program:
Experience Taking Flight with DISC, our new DISC Training Program, based the book Taking Flight!: Master the Four Behavioral Styles to Transform your Career, Your Relationships…Your Life, a business fable that features a diverse group of birds confronted with a race against time to save their homes from impending disaster. Suddenly forced to work together, the birds must decipher the four DISC behavioral styles to bring out their best and solve the crisis.

Recommended Resource:
Customer Service

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