DISCLOSURE: This blog is meant to help you relate to the situation. Names, places, and specific details will not be used.
When I worked in at a local big credit union in Sacramento, one of our ratings was called “Willing and Able.”
One day, at a recent job, a teller displayed “unwilling but able.” The able part I know is due to her being trained. The unwilling part was due too her being “too busy.” Unacceptable. We were short staffed, had many tasks and traffic was high. A customer walked in, no acknowledged them. Phone rang, no one answered. The supervisor asked an employee to post a transaction for her, the employee snappped, “I’m too busy with the daily deposit.” Even though, the deposit can wait and can be picked right back up when finished with the important item: the customer.
In the customer/member service world, the customer/member comes first ALWAYS. It is VERY important to display willingness to assist them. After all, if it weren’t for customers/members, we would not have jobs.
This also is relevant to internal customer service. We spend 8+ hours a day with each other. Lets at least be willing to help each other out and be cordial with one another.
According to Google, able is defined as:
- Having the power, skill, means, or opportunity to do something.
- Having considerable skill, proficiency, or intelligence.
Being trained and being competent is the key to being able. By absorbing the knowledge gained from training and experiences, you will be able to perform all tasks you’ve been assigned. My suggestion to all employees is, after you are trained in the basic functions of you job, reflect on your weaknesses, big and small. Determine what knowledge and experience you may need to correct the weaknesses and make them your strengths. Read handbooks, instruction manuals, policy and procedures. Attend workshops, webinars, college classes. This will not only increase your “able” factor, it will also show your employer dedication and great work ethic.