Happy SMUNDAY

Kraft Heinz gives all its salaried employees the day off after the Super Bowl.

Why?  Because 16 million people call in sick the day after the big game and the rest show up, but are cranky. Click here to read the article.

If you don't work for Kraft and are working today; you, your colleagues or your callers might be cranky.   That's not a great way to spend a day, so get up out of that chair and gimme five - five squats.

Change your body movement to change your mindset.  

Don't let the chicken wings win, get moving!

Customer Rage!

According to research by Arizona State University and Customer Care Measurement & Consulting, 70% of customers who have problems with products or services are already in a state of rage by the time they talk to a customer service representative:  24% yell, 15% want revenge, 8% threaten to sue and 5% start cursing.

Chances are, you have dealt with customer rage and it's not fun! One technique that helps in this situation is allowing the Customer to vent.

Q: For how long? 

A: It depends.

Imagine your upset caller as a balloon full of hot air.  When it’s full, there’s no room for listening or logic.  Let that hot air out and you can have a more productive conversation.  

So the length of time to let the caller vent depends on how much hot air they have to expel.  Listen for these clues, the Customer:

• sounds calmer
• takes a break
• begins to repeat their story
• asks for your help

If you jump in before you hear one of these signals, the balloon may burst in your ear.  Allowing them to vent and then solving the issue will lead to long-term loyalty – in fact Customers who have their problems resolved in a productive way prove to be better advocates for your service than those who have never had an issue at all.

Blue Monday

Whether this term was created for marketing purposes or not, most people get a little bummed in January - on a Monday, in inclement weather.

Q:  How can I beat the blues?

A:  Try connecting with people.

• Talk to the cashier at the grocery store.
• Chat with the person in line with you at Dunkin' Donuts or Starbucks.  (Yes, this means putting the phone down or even better leaving it in the car)
• Start a book club, pasta club, dog-walking club – anything that encourages you to be with others vs. being alone.
• Or 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

This week, aim to make 3 people feel good each day.

Today we honor a dream

The Martin Luther King, Jr. federal holiday celebrates the life and legacy of a man who brought hope and healing to America.

If you are working today, you are answering questions, solving problems and bringing hope and healing to your callers.

Sit tall, breathe deeply and be proud of the service you provide.

Words for the Week

"I can" or "I will"?

Customers don't care about your company policies or procedures or what you can't do.  What they are interested in is what you can do.  Focus on that.

If you are doing this already, send me an example by email. 

I will read them.

Ann

Happy 2017!

Many of you are heading back to work after the holiday season.  It's likely your office will have left-over goodies from clients and colleagues - or maybe you're taking chocolates into work, to get them out of your house!

Thought for the week:  Please finish chewing before you answer the phone!

Thank You for a Wonderful 2016! 

Best Wishes for a Happy New Year!

Happy Boxing Day!

In Canada, we celebrate December 26th, "Boxing Day."   Some historians say the holiday developed because servants were required to work on Christmas Day, but took the following day off. As servants prepared to leave to visit their families, their employers would present them with gift boxes.

These days, it is more of an excuse for retailers to hold massive sales.  In fact, some say it is a day to ‘box up’ and exchange the gifts you didn’t like. 

So in the spirit of Boxing Day, I’d like you to think about a telephone habit you would like to ‘box up’ and exchange.

Send me an email and let me know which habit you are going to kick this year:

• Saying "no problem"

• Blaming the computer for being slow

• Getting defensive when things are out of your control

• Ending the call with "bub-bye"

• What else...?