Customer Experience News & Trends

Hardball among your reps hurting customers? Office politics must-dos

Your employees and co-workers are likely surrounded by office politics. You don’t have to get involved, but you don’t want to work blindly either.

No one wants to be a victim of vicious office politics. It can affect morale. Ultimately, it can affect good employees’ ability to help customers.

So it’s a good idea to keep an eye out for these notorious office politicians — and deal with them accordingly:

The gossiper

She always has her finger on the pulse of what’s going on, which isn’t always a detriment. She will spread some good news. But what’s more probable is she will spread the bad stuff quickly.

How to handle her: Avoid sharing too much negative info with the gossiper. What you say will end up in the rumor mill. Instead, share good news about customers, the business and colleagues’ good work so she can spread it.

The egomaniac

He tries to sell his ideas as the best thing ever — even though he hasn’t thought them through or doesn’t have data or experience to back them up.

How to handle him: Hear him out. Let him brag. Avoid arguing points, and focus on what’s feasible (which, in some cases is what he suggests) and encourage him to be realistic based on data.

The secret agent

He’s been known to take other people’s ideas and sell them as his own. He might take credit for great work or special projects.

How to handle him: Keep tabs on who’s doing what — especially what you’ve done and should be credited for doing.

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