No Problem....

Raise your hand if you use the expression "no problem" at work.  

Ok, put your hand down and stop using it!  

Introducing the word problem when there isn't one, doesn't help your customer service interaction.

It's too causal. If you are over 16 years old, stop chewing your gum, skip the no problem, and say "certainly" or "absolutely" or "my pleasure" instead. 

Need help?  Write "certainly" or your new phrase on a post-it note and place that on your phone.  When you feel a no problem coming on, catch yourself and read your note.

It takes 21 repetitions to change a habit. I bet it will only take 3 times of catching yourself before you toss that NP phrase out of your vocabulary.

Check out our new website!

Pop a squat

The Problem: Sitting in your desk is sapping your energy and can have a negative impact on your calls. If you’d like to learn more about how we are sitting ourselves to death, click here. 

The Solution: Squats

Ready?  Stand up.  Yes, right now.

Do 1 squat. Go as low as you feel comfortable going

2 more...

1 more...  That’s it!

Happy Thanksgiving to all our Canadian friends, family and readers.

I'm glad you called...

If I told you there was an expression you could use that would calm your customers down, you'd use it, right?  

Here it is:  "I'm glad you called"

When to use it:
Hi, I have a question about my bill - "I'm glad you called"
Good morning, you guys messed up and ... - "I'm glad you called"
I need to schedule a ...  - "I'm glad you called"

Added bonus:  When you say this, it helps you, too! It gives you a moment to collect your thoughts and sends a positive message to your brain.  Why not give it a try today?

Sending out a warm welcome to our newly certified Safari Rangers in Massachusetts and Maine. 

Now serving number 53...

Nobody wants to feel like a number, but are you giving that impression without knowing it?

What's the first thing you say to your caller after they share their name or their concern?

• Account number, please?
• Address?
• Are you a current customer? 

Often, we get so caught up in all the details we need to gather, that the call ends up sounding impersonal.

Today, aim to respond first with their name and/or an offer to assist.

CSR: Good Morning, Awesome Co, this is Ann

Customer:  Hi Ann, this is Tanya and I've got a problem with my bill.

CSR:  I'm glad you called Tanya, what seems to be the problem? 

Then listen closely for that sigh of relief that happens as they realize they are dealing with a caring professional. 

If it bleeds, it leads...

Negativity is contagious and can bring the whole team down. And you know you can’t change other people -  however, you can influence them.    

But how?

None of us like being told what to do, so rather than tell others to “cheer up, be happy, smile, it’s a great day”, etc., try instead to be a positive force.  That doesn’t mean over-the-top unicorns and rainbows, that can get annoying.  It does mean choosing to find the silver lining and choosing to have a good day for yourself.

One very effective and well-documented way to be more positive is to be grateful. Consider a gratitude journal, or identifying 3 things you are grateful for each day, but in this moment try using your feet.

Next time you get up from your chair (coffee, copier, lunch break etc.) say ‘thank’ when you plant your right foot, and ‘you’ when you plant your left foot. 

Fill in the blank for what follows that.  

• Thank you for Dunkin' Donuts
• Thank you for my awesome dog
• Thank you for my kids having a good first week at school 

Your turn!

Breakfast at Tiffany’s

Here's a great story about not judging a book by its cover.  Spoiler alert the end result is a new loyal-for-life customer!  Guest Blogger, Samantha James, writes:

Walking into Tiffany’s on 5th Avenue was just as sparkly but a lot more tourist-y than I imagined. As an 18 year-old with a $15 purse on her shoulder, I assumed the staff would easily overlook me. However, I was proven wrong.

After explaining my request, I was kindly, and nonjudgmentally (is that a word?), directed to the 6th floor. An attendant in the elevator made eye contact, smiled and pressed #6. Once the doors opened, I was given a friendly greeting and directed to one of the most plush velvet chairs I’ve ever seen. They were, of course, Tiffany blue. Soon after sitting, a young (attractive) man in a tux with a Tiffany blue bowtie asked us if we’d like anything to drink. I accepted my sparkling water with a lime wedge graciously, feeling very much like Audrey Hepburn, and only had to wait a few more minutes before being lead to a desk where a professional woman named Sandra who was, of course, wearing a tiffany blue neck scarf, promptly asked me what I wanted done with my necklace, gave me options on how to have it returned to me and told me how much it would cost without dancing around the answer. She presented her card and a tracking number as reassurance (she could tell how precious it was to me).

Thank you, Tiffany’s, for making a teenager feel like an important and appreciated customer!  I may not be able to afford to shop there for now, but you can bet in the future you’ve got a customer for life.

Where might judgement get in the way of your outstanding service?

• If the call contains the word 'price', do you assume it will be a tough call?
• If there is an outstanding amount owed, do you pre-judge the person before making the collection call?
• If they talk slower or faster than you, do you make a judgement about their personality or intelligence?

Today, look for opportunities to catch yourself judging and then turn your focus to helping.