From the course: Customer Service: How to Deliver Support Across Languages
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Getting rid of Mokitas
From the course: Customer Service: How to Deliver Support Across Languages
Getting rid of Mokitas
- We are getting rid of mokitas. Haven't heard the word mokita? Most people haven't. Mokita is the truth we all know about, but agree not to talk about. Examples of mokitas include avoiding conflict, fear of giving a customer bad news, escalating interactions, because you don't want to deal with a customer at that moment, procrastinating, avoiding phone calls or putting off calling customers back out of fear of their reaction. We all have mokitas. One of my mokitas was having difficult conversations. I preferred to give bad news about delays or problems in an email rather than pick up the phone. Today, you're getting rid of mokitas like I did. Yep. Once I acknowledged my mokita, it was easier to address the issue and eventually remove the obstacle. And you can too. Let's start by asking yourself some questions. When it comes to supporting customers, what do you tend to avoid? Where do you procrastinate? What…
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