The Word of the Day is...

... Thank You

OK, it's two words but, as you know, the little things can make a big difference. 

One simple example you can try is including the words "thank you" in your call vocabulary. Here are some easy opportunities to show your customers you appreciate them:

• As you are wrapping up and ending the conversation, say "Thank you for your business. We appreciate it."
• When customers call to describe a problem, say "Thank you for bringing this to our attention."
• If a customer has their account number handy, say "Thank you for being prepared."

Try incorporating "thank you" into your calls more often and let me know your results.

Presumptions...

You are flying a plane from New York (JFK) to Los Angeles (LAX).  In New York 120 people board the plane.  In Chicago (ORD) 45 people get off the plane and 38 new passengers get on.  Plane stops again in Phoenix (PHX) 47 people get off and 36 get on.  Plane lands in LAX. 

How old is the pilot?

What did you think I was going to ask? 

Customer Service is about listening to the customer, answering their questions and solving their problems.  In this example, you probably already decided what the question was long before I asked it.  If you don't really know what the customer wants, it's likely you will answer the wrong question.  Slow down and listen. 

And if you still don't know how old the pilot is, email me and I'll help you :-)

How Are You?

Every day we get asked this question numerous times.  Although it seems like a simple question, the way in which you answer could have a big impact on your day and theirs.

"How are you?"  

Sometimes the truth is ugly: "I'm tired, hungry, cranky, upset, meh..."  Does the person asking the question really want to hear all that?  Of course not!  The question "how are you?" is just a pleasantry, not really an inquiry into your wellbeing - in fact most people don't even stop to hear the answer!

Consider the responses: "not bad", "I've been better", "only 5 more day 'til the weekend"...  Comments like these come across as negative and while you might not realize it, airing negative feelings or using sarcasm can have a downer impact on you and your day.  

So here's an idea, choose a theme of response and play with it all day:

• "I'm having a marvelous Monday, a terrific Tuesday, a wonderful Wednesday etc."
• "I'm doing great!"  "Good, thank you for asking"  "I'm awesome - you?"

The upside of choosing to respond in an upbeat, somewhat perky way is that it pumps you up.  The mind believes what you tell it.  Why not tell it something positive?

Shake It Off...

Taylor Swift might be on to something (I know you were singing that song in your head when you saw the title!).  If you've ever watched a dog shake after they get a bath or go for swim, you can't help but envy that whole body shake.  Don't they look so darn happy after they're done?  Maybe it's time for us humans to learn to shake it off.... 

Remember that feeling as tension creeps into your shoulders throughout the day and bunches up in there during challenging calls?  Try this exercise to release that tension:

1.  Shake your hands energetically just by your sides for a few moments.

2.  Raise your shoulders up while breathing in, then let them drop as you breathe out.

3.  Shake your hands again at shoulder height and repeat #2.

How do you feel now?

Shoulder tension interferes with good breathing, which can tense your mood and have a negative impact on the next call. 

So, intentionally 'shake it off' and make it a great day!

Get them or GET THEM!

What's the difference?  Empathy vs Anger.

If you can get them: appreciate their point of view, understand their concern, and communicate that you get them, they (customers) will feel like they are getting great service.

The other GET THEM! is perhaps how you feel when you've had a few tough calls in a row and are frustrated. But as you know, taking it out on a customer will come back to um, well, bite you, later on.  

Take a deep breath, take a short walk, or pop a squat and focus on your next caller with a smile on your face.

Winning customers over is the best revenge!

Beat those Monday Blues...

Many people get a little bummed in January, especially on a Monday and especially in inclement weather.

Q: How can to beat the blues? A: Try connecting with people.

• Make small talk with the cashier the grocery store.
• Chat with the person in line with you at Dunkin Donuts or Starbucks.  
• Start a book club, pasta club, dog-walking club – anything that encourages you to be with others vs. being alone.
• Or skip the email and call a friend.

People will forget what you said, people will forget what you did, but people will never forget how you made them feel.  ~Maya Angelou

Stretch, Breathe and Smile...

Today's tip is very practical and fun!  Add it to your team huddle to notch up the energy!

Have everyone roll their chairs into a circle.  Raise both arms to the ceiling and stretch up.

• Leave one arm outstretched and bend the other bringing it down to face level.
• Push the arm back towards the ceiling and repeat with the other arm.
• Repeat 20 times in quick succession.

Here's a picture to help clarify:

Add a growl like you are angry bears and watch for smiles!