I came across an interesting quote in Thursday’s Wall Street Journal. It read, “It’s not easy to tell people, ‘no’. It’s like telling them their dog isn’t cute.” The article was about an auto show that is reducing the amount of entries. The topic doesn’t apply to Verity, but the sentiment does. Telling people no is something that front line customer service representatives struggle with everyday. We like to call it fancy things like providing solutions, but sometimes we are telling people no. What do you say when there is not a viable solution for a member? I like to think that Verity has a wide array of products and services that can meet a customer’s needs, but there always are exceptions. So, in my mind if you have to say no make sure you exercising excellent listening skills. Listening skills include making sure you understand the problem as stated, paraphrasing throughout the call and providing empathy. In real estate, location is the key. When telling people no delivery is key. As a manager, I always struggle to train someone on their delivery methods. To understand the quality of service you are providing you have to look at it from the other person’s perspective. Perception is reality.

I’m not sure what the best way is to train employees to properly deliver a negative message is. If you have any ideas or stories about when you told bad news and left happy anyways, let me know.

Le Ann Langston

Hello! I’m Le Ann Langston and I’m the Director of Member Services Northgate for Verity Credit Union. Member Service Manager is another name for the call center manager. Talking on the phone was a hobby of mine as a teenager and now I have made a career of it. If only I had a cool headset when I was 13! In my spare time I enjoy yoga, writing and reading just about anything. I am slightly addicted to TV and am currently hooked on a number of shows. Given this list of indoor pursuits you may find it hard to believe that I enjoy traveling to new places. Most people would never know that at one point I almost moved to London just for a change of pace.

Leave a Reply