Washington's Birthday is a United States federal holiday, celebrated on the third Monday of February in honor of George Washington, the first President of the United States.
George Washington said "I cannot tell a lie" so, in his honor, this President’s Day aim for the honesty of the expression “I don’t know”, if you don't.
Tip: Be sure to follow it up with what you will do to find out:
"I will research and get back to you by 3pm"
or
"I will transfer you to the person who takes care of that"
Here's the good news about tomorrow being Valentine's Day - you have a pleasant way to end your calls.
As many of your know, I'm a big fan a strong finish that demonstrates professionalism and care. That finish includes; an outline of next steps, offering further assistance, thanking them for the call or business, using their name and saying something pleasant.
So for today, for one day only, you get to say, "Just to confirm Mr. Smith, your order has been processed and you can expect an email in the next hour with an update. If you have any other questions please email. Thank you for calling and Happy Valentine's Day. "
Be sure to offer a strong finish to every call and email and oh ya, Happy Valentine's Day!
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!
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:
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.
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.
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.
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.
"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
I’ve been training and coaching virtually every day for the past 20 years and I’ve cracked the code on how to engage customers, teams and coworkers through the screen. Would you like to know the secrets?
If you've got a presentation in your future - don't wait, email or call today.
Ward Certified Consulting, LLC