Here's how you can make feedback in a service operations role constructive and actionable.

You have 2 ears and only 1 mouth. Listen twice as much as you speak. Ensure that you are in the right headspace. When it comes to listening first, I've found that when other work, tasks, etc. are on my mind, I am not as effective of a listener. When possible, I've (reasonably) delayed providing feedback if my mind is cluttered.

In the world of service operations, feedback is like a GPS: it guides us but can sometimes lead us astray! As Yogi Berra famously quipped hope i remember it correctly if we don't know where we are going we might end up someplace else. So its imp to make our feedback constructive by being clear, precise & solution-oriented, ensuring everyone stays on the right path toward success. Happy navigating!

Examples phrases that lack specificity: - "You ALWAYS say..." - "You NEVER do..." These phrases are exaggerated and someone receiving feedback hearing these types of statements may harbour resentment and immediately discredit the points being made. An example of a phrases that offers specificity: - "On September 1st, you told the customer X which negatively impact Y. Here's how this has impacted the business..."

In a service operations role, I find making feedback constructive and actionable hinges on focusing on specific behaviors rather than personal attributes. When I provide feedback, I start by clearly describing the observed behavior and its impact on the team or service quality. For instance, instead of saying, “You’re not a team player,” I might say, “I noticed during the last project that you didn’t share your updates with the team, which led to some misalignment.” This approach not only makes the feedback more objective but also encourages a dialogue about how to improve. By collaboratively discussing strategies for change, I empower my colleagues to take ownership of their development, making the feedback more meaningful and effective.

Foster Open Communication: Encourage team discussions post-feedback to explore concerns. For instance, after a service failure, ask for team input on root causes. Value Team Insights: Recognize team suggestions. If a staff member proposes a new process, consider piloting it. Build Trust: Create a safe environment for sharing feedback. Regularly check in with team members to reinforce openness. Collaborative Problem-Solving: Involve the team in developing solutions. For example, during a service delay, brainstorm together on improving response times. Continuous Improvement: Use feedback sessions as learning opportunities. After implementing changes, review outcomes with the team to refine processes further.