Summary:
Focusing on what we can control reduces frustration and increases effectiveness in customer service.
Discussion Questions:
- What are common customer service challenges we face that we cannot control?
- How can we shift our focus to what we can control?
- How can we expand our Circle of Influence with customers and colleagues?
Suggested activity:
- Control Sorting Exercise: List workplace challenges and place them in the Circle of Control, Influence, or Concern. Discuss strategies to focus on controllable actions.
Key Takeaways:
✅ Focusing on controllable actions reduces stress and improves service.
✅ Influence grows through building relationships and trust.
Quick Reference Guide:
- Circle of Control: Your words, actions, tone, problem-solving approach.
- Circle of Influence: Building rapport, offering solutions, educating customers.
- Circle of Concern: Housing policies, government regulations, funding constraints.