And here's... Kelsey!

Hi!  I’m  Kelsey Myers, the newest member to team Ward Certified!  

Here’s the skinny on me….I graduated from the University of North Carolina-Wilmington with  a major in Communication Studies, and an emphasis on Public Speaking. I moved to Florida right after graduation to the most magical place on earth, Walt Disney World!  I’ve had some real jobs too (retail, law firms and a Pharma call center), so I understand the challenges of the workplace.   I am getting my RYT 200 yoga teaching certification and I’m openly addicted to gummy bears.

That's me in the black suit at the front of room.

     

I’m looking forward to meeting you on webinar or in a training room soon!

Warmly, Kelsey

Kelsey@wardcertified.com

To build rapport, repeat after them...

You heard me.  Repeat what the other person said.

Robert Cialdini, an expert in persuasion, did an experiment with waiters that improved their tips.  

He had them repeat the order back to the guest, exactly.

Guest: "I'd like a coffee with a little milk."

Waiter: "That's coffee with a little milk."  (Not some milk, or milk, but a 'little' milk.)

The waiters that participated enjoyed a noticeable increase in their tips.  Why?

The guests trusted the waiters; they felt the waiters truly understood them and cared about their order. 

Try paraphrasing your callers' needs back to them today - see if you feel a better connection.

High Expectations

Did you order anything over the holidays?  Call for any customer service assistance?  

If so, were your expectations met?

Customers want to receive answers immediately and even faster when they are stressed, say due to the holidays.  Here’s how some companies faired this season: 

• Amazon reps took 1.2 hours longer to answer customer emails this year than they did in 2013. 
• GameStop decreased its phone call wait time from 727 seconds to 261 seconds in 2014, that's eight minutes less than the previous year.
• Target's email response time increased from 6.1 hours in 2013 to 26.7 hours in 2014. However, the merchant reduced its phone call answer time to 57 seconds. 

Source: Dallas News contributors Maria Halkias and Troy Oxford, 2013 and 2014 pre-holiday shopping seasons

The goal in customer service is to meet or better yet, exceed expectations.

Think back to your online ordering experience.Were you given an expected delivery date? Did the company email an order comfirmattion when the item was put on the truck and another when it was out for delivery? All of those emails, calls and notes help manage your expectations and make you feel like your order is important.

How can you manage expectations?

Instead of saying "I'll call you back ASAP", or "in a moment" or "end of day".

Use real timeframes instead such as in 20 minutes, in half an hour, by 4pm.

Only 3 more sleeps...

I'm guessing your office is full of yummy treats this week and that snacking feels mandatory.

Tip of the week:  Finish eating before you answer the phone!  

Chewing and talking is not the right kind of multi-tasking.

Need a joke?  

Q:  What's the difference between the Christmas alphabet and the ordinary alphabet?

A:  The Christmas alphabet has Noel. 

Happy Holidays. 

'Tis the Season

In appreciation of your readership, support, collaboration and friendship, a donation has been made to the USO and to the Durham Rescue Mission.

We wish you a very Happy Holiday season and a peaceful and prosperous New Year.

Ann, Gaynor, Kelsey & Sundance.

Ms, Miss, Mrs. or Kim...

Calling your customers by name is a great way to build rapport and doing so adds a personal touch that will make them feel special. 

This just in…

It’s official, addressing people by their first name is now the norm in corporate America. Use first names to address colleagues, clients, and even bosses. Turns out that confidently addressing people by their first names establishes you as mature and self-assured. So skip the Mrs. and Mr. and call your customers by their first name.

Exception to the rule:  If the caller introduces himself as Mr. Wilson, call him Mr.Wilson. If it’s Dr. Oz, call him Dr. Oz.

Stuffed?

If you're like millions of Americans, you over-ate at your Thanksgiving meal and today you are back in the office feeling stuffed, bloated, and maybe even blue.  

It's pretty hard to offer outstanding service when you are feeling puffy and lethargic, time to shake it off!  

Try one of these…

Smile as you answer the phone and greet your caller. Shifting your focus away from you helps overcome a mellow Monday morning.

Volunteer to do something nice for a colleague.  Offer to get them a coffee, pick up their copies from the printer or cover their phone while they tackle some paperwork.  Again, shifting the focus away from you can improve your mood.

Move and stretch instead of sinking into your chair.  Try this spinal twist to adjust your breathing:

While sitting, cross your left leg over your right

Place your right hand or elbow on the crossed knee

Gently turn your body to the left and look behind you (smile at your co-worker)

Switch legs and twist the other way

If none of those worked, turn up your speakers and dance to this.  Shake it off.