Comments on: When Should You Help A Coworker Struggling With A Customer

By: Adam Toporek

Adam Toporek — Sat, 30 Jun 2012 13:37:38 +0000

In reply to Amy Turner. Good points. Very true Amy.

By: Amy Turner

Amy Turner — Sat, 30 Jun 2012 10:56:35 +0000

With a colleague who you aren’t meeting eye to eye or simply having a not good enough relationship, expect the worse reaction when you step in. However good or gentle you push your way to the situation, be ready to receive the flak of irritation or condescension. Of course there are those who are mature enough to recognize and thank you for the effort of helping them with a customer but some could be simply childish and arrogant to appreciate it.

By: Adam Toporek

Adam Toporek — Thu, 28 Jun 2012 16:21:27 +0000

In reply to Jayme Soulati.

That’s a whole different can of worms there Jayme! But you’re right, the world has definitely changed in that regard since I was young. People are much more hesitant to help a stranger.

It’s actually an interesting bridge to the workplace because in the end what enables someone to feel comfortable stepping in (besides training) is the culture — whether of society or the company.

By: Adam Toporek

Adam Toporek — Thu, 28 Jun 2012 16:17:25 +0000

In reply to Shakirah Dawud. See Shakirah, you must have carried yourself well if people were pointing to you! As I'm sure you found out, the good news is that it can still work even if you aren't the manager because sometimes the customer just needs a fresh, friendly face!

By: Adam Toporek

Adam Toporek — Thu, 28 Jun 2012 16:12:04 +0000

In reply to Bob. Agree Bob. Approaching it with an eye towards the colleague is important.

By: Adam Toporek

Adam Toporek — Thu, 28 Jun 2012 16:11:21 +0000

In reply to Bill Dorman.

If you run away fast enough, you don’t have to worry about stepping on toes, right?

You’re so right Bill; this topic is much easier when you work closely with the same people. You know how to “tag-team” with the focus on the customer and not personalities.

By: Jayme Soulati

Jayme Soulati — Thu, 28 Jun 2012 15:14:24 +0000

This whole entire issue goes beyond the workplace. When there is an accident, do you help someone in need or roll on by? Do people want to stick their neck out when someone is in trouble? Years ago they did; times have changed.

Great tips for the workplace, though, Adam. No one is trained in these issues; good thing you’re doing a great job to help.

By: Shakirah Dawud

Shakirah Dawud — Thu, 28 Jun 2012 14:02:58 +0000

What would happen a lot in the retail job I worked: a customer would get frustrated and say, “Let me speak to the manager!” or–if they were already speaking to the manager–“Let me speak to her!” pointing at me. It was uncomfortable, to say the least. I wasn’t a manager.

These are good tips to keep things from escalating before the customer escalates.

By: Bob

Bob — Thu, 28 Jun 2012 13:39:02 +0000

I think you can jump in aslong as after you don’t make your collegue feel like they haven’t delievered or be patronising to them, then I think it’s ok to help out a little.

By: Bill Dorman

Bill Dorman — Thu, 28 Jun 2012 12:59:31 +0000

Ha, I see it hitting the fan and I’m hitting the door………..

The team I work with has been together for a long time; almost like a marriage, we have a good feel when to step in and when to let it run its course.Sometimes they welcome the help because they know there is no easy resolution in sight.

At least with the people I work with, they are not going to resist any help. However, if you jump in be ready to take it over to completion.