Self-service for customers who've had enough "people-ing"

Virtual customer service is tricky.

Especially now, there’s a fine line between customers wanting one-on-one service and not wanting any human interaction at all. You can help them find a balance by introducing your self-service options when a common question arises over the phone. 

But remember! Always answer their question or complete their transaction first, before saying something like:

“Have you downloaded our mobile app? It’s a great way to pay your bill any time, even outside of our service hours. If you have a minute now, I can show you how.” 

Our favorite self-service is ordering groceries online, for when we remember we need cookies at 3 a.m. What’s yours? Share it at ann@wardcertified.com. 

Amp up what they hear by stepping up what they don't

What you see in the mirror is what your customers hear- even now.

When there’s a misunderstanding over the phone, your customer can’t fill in the gaps of communication with your friendly face or welcoming body language. When it comes to the phone, it’s not what you say, it's how you say it. Break the phone barrier with these tips: 

• Sit up straight and relax your shoulders. No schlumping!

• Smile! They’ll hear those pearly whites through the phone.

• Change your pitch and use positive language. When it comes to a positive attitude, now’s the time to lay it on thick.

How do you keep your energy up over the phone? Give us your tips at ann@wardcertified.com.

Email holding you back?

There are two kinds of people in the world: the kind that answers emails as soon as they receive them, and the kind that have a menacing red notification of 3,482 unread emails...just sitting there with judging eyes. 

If you’re the latter, we get it. Wading through a sea of unread emails can be the undoing of any great customer service rep. It’s especially tedious when you find yourself addressing the same five questions all day.  

You can stay on top of your email and reduce your response times by creating templates for common questions. Why reinvent the wheel, when you already know what works?

There are plenty of ways to do this, but it’s worth checking in with your IT team, or techy co-worker, to build them right into your inbox.

How do you save time at work? Send us an email at ann@wardcertified.com.

Binge

Whether it's eating, watching, or working- by definition, it's not healthy. 

If you're constantly sucked into another row of cookies, episode, or project, the solution is to define your goals. 

• Netflix wants you to watch one more episode.

• Your boss wants you to attend one more Zoom meeting.

• Your clients want you to answer one more email.

• Your dog wants one more walk around the neighborhood.

What do you want to do? Pick your goal.

• Read 2 chapters.

• Email 5 clients.

• Process 10 claims.

• Build one new PowerPoint deck.

Hit that goal then return to your show (and have a couple of cookies). 

What's your favorite cookie?

Hi

Hey there!

Turns out we miss this more than we ever knew. We’re happier when we say “Hi” to the barista, the postman or our neighbor. Add some eye contact, and we’re good to go.

Gillian Sandstrom and Ashley Whillans call this a ‘weak tie’ and share that we usually have between 11-16 of these little, seemingly unimportant interactions on a given day. But now, when we’re out, we see masks; not smiles, and when we’re at home, we interact with the dog.

What to do?

Here are some ideas to help you get your interpersonal buzz during the quarantine.

• Send a text without expecting a reply.  Just send. Enjoy the feeling you get when you do good.

• Have less hour-long Zoom meetings, and more short calls, text, and DM’s.

• Send a classic “Thank You” card to someone who helped you in the past. (Ex: “Dear Mrs. Anderson, Thank you for telling me to reach for the moon when I was in 3rd grade. You set me on an inspiring path.)

• Get real on social media. Show a real picture of yourself with that new beard, dark roots, and bushy eyebrows. Show your house looking lived in and real.  Show smiles.

For more on this topic check out this article in the Harvard Business Review.

 Adele had it right when she checked in. Hello?

Pump Up or Chill Out

In times of stress or change, our body reacts.

Sometimes that reaction is helpful – i.e. moving out of the path of a car just-in-time.

Sometimes it isn’t.   

Are you reacting to world events?  Probably.

When we react, we look for confirmation that it’s the right emotion. We tend to read, watch, and listen to things that support our reaction and fuel it.

Let’s try a different approach. How can we stay calm in the face of frenzy?

Option 1:  Slow down, meditate, and breathe.

Breathe in through your nose to a count of four, hold it for 2, then out for four. This helps you get rid of cortisol in your bloodstream, a stress hormone.

Option 2:  Move.

Get up, do some jumping jacks, run up and down the stairs, pop down into some squats. This can help discharge stress and quiet our bodies and minds.

Either one can work. You get to choose, and that’s more power to you!

Our Group Coaching Calls this Wednesday, April 29th

10 am CT - Team Members click here

11:30 am CT - Managers  click here

Facetime vs. Face-time

New WFH-ers tend to share a common concern - feeling the need to prove we are working. When we were in the office, everyone could just see that we were working. But now we’re out of sight and worried that we’re out of mind. And we don’t others to think we are just sitting around eating bonbons, wearing pj’s, or binge-watching Netflix. 

 When you think your reputation is in jeopardy do you over-produce and work nonstop, or lean into the negative impression and become a procrastinator?

There’s a third option: Build your Brand.

 Step 1: Choose the image you’d like to have. How would you like your team or your boss to describe you? Write that down.

 Step 2: Work on the right things. Each morning, identify your top priorities and verify that list with the person or team you report to. Tip: A check-in call with the camera on is a powerful tool for getting that face-time.

 Step 3: Manage expectations. Be honest with yourself about your actual work hours. When you were in the office, how much time did you actually spend sitting and working- without interruption? It probably wasn't as much as you think. 

 Step 4: Be realistic with your focus and productivity. Sitting at your desk (or your kitchen table, your couch, etc.) for 3 hours straight is not a healthy habit and isn’t getting you as far along as you think. Work in bursts of 20-45 minutes then get up and breathe. Pet the dog, eat a snack, take a stretch, and repeat. 

 Step 5: Believe in the value of your work. It might help to track your work in a diary, spreadsheet, or Evernote list and share it with those who matter throughout the day.

 Step 6: Evaluate: At the end of the day, look back at what you did and how you did it. Compare that to the image you wanted to have. How’d you do? Make a note about what you’re proud of and what you might do differently tomorrow.

Then sign off, put your pj’s on, turn on Netflix, and eat some bonbons.

Want to learn more? Our Group Coaching Calls continue on Wednesday, April 29th

10 am CT - Team Members click here

11:30 am CT - Managers  click here

When you book a time, make sure to click the Add to Calendar link in your email confirmation.