Last updated on Aug 7, 2024

You're facing pushback from seasoned employees on new customer service methods. How can you win them over?

When implementing new customer service methods, resistance from seasoned employees is a common hurdle. These employees have honed their skills over years, often becoming set in their ways, which makes them skeptical of change. However, to stay competitive and meet evolving customer expectations, adopting new practices is essential. The challenge lies in winning over your experienced team members to these innovations. By understanding their perspectives and involving them in the transition, you can turn their skepticism into support, ensuring your customer service continues to excel.

1 Build Trust

To win over seasoned employees, start by building trust. Acknowledge their expertise and the value they bring to your company. Listen to their concerns regarding the new customer service methods and validate their feelings. By showing respect for their experience, you create a foundation of trust. This trust is crucial as you explain the rationale behind the changes. Assure them that these new methods are not a critique of their abilities but a way to enhance the service provided to customers. When employees feel valued and understood, they're more likely to be open to new ideas.

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Kipp Pomranky

Caring Nurturer
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If you have lead by example, stood by and had your employees best interest in all that you do the odds of push back from any employee is slim. Before you implement anything new always get feedback on the new idea or procedure from your employees. If you make them feel like an important part of the process they will more than likely embrace the change. By getting input you may also find flaws that you didn’t think of before actually implementing.

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Amandeep Singh Gujral

Team Supervisor at Staples Canada
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Listen to their reasons for the pushback. Try to understand why they are resistant to accept the change. Don't argue but explain. Assure them their feedback is valuable and considered. Gradually implement the change. One step at a time. Communicate. Be transparent. Listen actively. Be patient. Make them feel part of the team.

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Christopher Allaire

Operations Manager
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Having knowledge and understanding of Servant Leadership could be the winning formula for this situation. Learning from your team, supporting them in times of need, actively listening to their reasons of resistance and garner feedback are examples of this. Tenured employees who have seen it all might be less resistant to change if they develop trust in their leader.

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2 Involve Them

Involving seasoned employees in the rollout of new customer service methods can be pivotal. Invite them to participate in the planning and decision-making processes. This inclusion not only taps into their valuable insights but also gives them a sense of ownership over the changes. When they contribute to shaping the new methods, they're more likely to support and adopt them. Moreover, this collaborative approach can help bridge the gap between existing practices and new initiatives, making the transition smoother for everyone involved.

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Sofía Merchán

Legal Advisor l Legal Assistant l Virtual Assistant l Copywriter l Remote.
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Cocinar una idea de cambio cuando se cuenta con colaboradores, empleados y asesores al cliente de vieja escuela, involucrarlos desde el día uno, escucharlos, proponer y solicitar consejos de mejoría, te evitará problemas innecesarios y además te ayudará a que el proceso de implementación sea más llevadero.

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3 Offer Training

Offer comprehensive training tailored to your seasoned employees' needs. This training should not only cover the technical aspects of the new methods but also address why these changes are beneficial for both the customers and the employees. By providing clear, step-by-step guidance and allowing time for practice, you can alleviate fears and build confidence in using the new systems. Ensure that the training is interactive and allows for feedback, making it a learning opportunity rather than a mandatory session to endure.

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Samantha Vezzosi

Enterprise Knowledge and Quality Manager @ B&H Photo Video | Six Sigma Green Belt | Extensive B2B Contact Center experience
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We recently launched our Quality Assurance program this year and with that launch came a good number of changes in expectations on how our Associates work with customers. As we knew this was going to be a big change, we invested a lot of time on training, ensuring that everyone understood the expectations and gave concrete examples as well as how that change would impact our customers.

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4 Communicate Benefits

Clearly communicating the benefits of new customer service methods can turn resistance into enthusiasm. Highlight how these changes will make their jobs easier, improve customer satisfaction, and potentially lead to personal growth opportunities. Use real-world examples to illustrate these benefits, making them tangible for your team. If employees see the positive impact of these changes on their daily work and overall career development, they are more likely to embrace them wholeheartedly.

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5 Recognize Efforts

Recognition goes a long way in motivating employees to adopt new methods. Celebrate milestones and acknowledge individuals who are making strides in learning and applying the new customer service techniques. Public recognition can foster a positive environment and encourage others to follow suit. Offering incentives for those who excel can also be a powerful motivator. When employees feel appreciated for their efforts to adapt, they're more inclined to continue engaging with the new methods.

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6 Continuous Support

Provide continuous support to ensure the successful adoption of new customer service methods. This means being available to answer questions, offering additional training if needed, and regularly checking in with your seasoned employees. Encourage a culture of open communication where feedback is welcomed and acted upon. By demonstrating ongoing commitment to your team's development and success, you reinforce the value of the new methods and help maintain momentum in their implementation.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're facing pushback from seasoned employees on new customer service methods. How can you win them over?

1

2

3

4

5

6

7

1 Build Trust

2 Involve Them

3 Offer Training

4 Communicate Benefits

5 Recognize Efforts

6 Continuous Support

7 Here’s what else to consider

Customer Service Management

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You're facing pushback from seasoned employees on new customer service methods. How can you win them over?

1

2

3

4

5

6

7

1 Build Trust

2 Involve Them

3 Offer Training

4 Communicate Benefits

5 Recognize Efforts

6 Continuous Support

7 Here’s what else to consider

Customer Service Management

Rate this article

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