Whoa....slow down!

This time of year, it seems everyone is in a rush.

Whoa...slow down for a minute! 

When you rush your greeting, you send the message to the caller that they are not that important. Your pace is saying you're too busy or unable to give the caller your full attention.  

 Yes, you may be busy, but don't announce that to your callers or they might:

• Get tougher to deal with;
• Ask to speak to your boss;
• Consider talking to the competition.

None of these are good.

Try this tip.  Move your lips to clearly enunciate the words in this phrase:

"Running reindeer romp 'round red wreaths" 

How'd you do?

My guess is that you were successful and you did it by slowing down.

This week, focus on saying your greeting slowly and see what reaction it inspires from your callers.

Special Note:  We're having a Pay it ForWARD contest on facebook.  There are individual and team prizes.  Simply share a pic or a post of what you've done for someone else and you will be entered. 

Click here

Transferring you now...

One thing that makes a customer feel unappreciated is a bad transfer.  Let's put an end to that!

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Naughty transfer

Customer Carol:  Hello, I’d like to verify the amount owed on my account.

Dasher in Customer Service: That’s not my job.  Hold on - click…

Prancer in Accounting:  Prancer speaking...

Nice transfer

Customer Carol:  Hello, I’d like to verify the amount owed on my account.

Dasher in Customer Service: Certainly, Prancer in Accounting takes care of that.   Do you mind holding while I get him on the line?

Customer:  I’ll hold.

Dasher: Thank you, one moment.

Dasher dials Prancer and explains, "I have Carol on hold, she would like to verify her account balance." 

Prancer: Absolutely, put her through.

Prancer takes the call and greets Carol with "Good morning Carol, I understand you have a question about your account.  I can help. 

There were at least 4 things done well in the nice call - what were they?

Twist and Greet

Did you happen to overeat this weekend?  If so you may feel a little full in your chair today.  

This tip is to help you burn a couple of calories and to help you switch your focus to the caller rather than your waistline. 

When the phone rings, twist your chair to the left, then to the right, then answer.

Try it now.  (twist - twist)

What happened?  Did you have to focus on moving?  Did you need to take a breath?

Yay, that was the goal!

Twist and greet today for more effective conversations.

Thanks!

Are you ready for Thanksgiving?  Maybe you are preparing for travel or family and food.  Many of you will take time to share your thanks around the dinner table, why not do the same in the office?

You might be grateful for:

• a boss that cares enough to work on making the office fun
• customers that ask for you by name
• co-workers who make you laugh
• your ability to bounce back after tough calls or situations
• a challenging assignment
• a job
• pumpkin pie

What are you thankful for at work?  

At Ward Certified, we're stuffed full of gratitude for people who are passionate about customer service.  

People like you.  Happy Thanksgiving!

Excuses, Excuses

Why are your customers calling? They are looking for help, not excuses.

These expressions:

• We're short staffed
• The phones are really busy
• My computer is really slow, again
• Thanksgiving is next week and I'm busy mapping my Black Friday shopping plan...

...are excuses and the customer doesn't care.  They are calling for help.

I'm often told that the customer can relate to our situation and they understand. Hmm, that's not the point. Did I mention they are calling for help?  

Focus on the caller, their situation and what you are doing to get them a solution.  

• I'm looking into some options now
• Let me research this and get back to you
• Bear with me while I pull up your account

 You can do it!

Red Light, Green Light

Do you remember this game from your childhood? 

The goal was to see who could get to the finish line first. Green light you advanced, red light you stopped.

What does a game children play have to do with work?  I am glad you asked!

When we talk to customers, there are times we should just stop (Red light), listen, empathize and solve.  There are other times when we need to take over: take charge, reassure and move the conversation forward (Green light).  If we move forward at the wrong time, the customer doesn't feel heard.  If we don't move forward, the customer doesn't feel like we are helping.

Let's try:

1. Alicia calls regarding an issue with her invoice or payment. You see that it was corrected or paid. Do you let her continue her story (Green) or jump in before she finishes (Red)?

2. Will is calling "again" to see when the technician will arrive at his house. He is upset and impatient.  You already see in the system that the technician is on their way. (Red light or Green?)

3. Jackie calls with a question about her account and it happens to be a very busy day on the phones.   After her question is answered, she wants to chat about her family. (Red or Green?)

Answers:

1.  Green:  Customers feel valued when we listen fully.

2.  Green:  Customers need to feel heard.

3.  Did you pick Red?  Let's add Amber; acknowledge her story, use her name and wedge the conversation back to the reason she was calling.  

Think Red, Green or Amber today as you take calls.  It will add some fun and help you focus on their needs.  This post is from our newest team member, Natalie. 

If you are dealing with challenging calls this time of year and are in the home heating industry, join us for a 1-hour webinar on November 17th.  Click here to learn more and register. 

Make 'Em Laugh

Q: How do you know when you have truly won over a customer?

A: When they laugh!

After you have listened, encouraged venting, offered empathy and reassurance, see if you can get them to laugh.

"Only 15 percent of sentences that trigger laughter are funny in any discernable way.  Instead, laughter seems to bubble up in conversations when people feel themselves and are responding in parallel to an emotionally positive circumstance."  The Social Animal, by David Brooks.

So you don't need to be a comedian, simply focus on moving that conversation from the dark side to the happy side.

Let me know how many people you make laugh today!