Blink Blink

I sometimes like to share a tip that gets your body moving so that your circulation, breathing and energy improve.

But this tip caught my attention, maybe because my eyes are aging faster than I am, and I wanted to share it with you!

The problem: Screen fatigue; tired, itching and/or burning eyes.  One of the most common causes of eye fatigue is staring for long periods at digital devices such as computer screens, smartphones, silly phones and video games.

The solution?  Scientists say 20 seconds of BLINKING can stop computer users getting eye strain.

Try this:  20/20/20/20

Blinking 20 times in a row every 20 minutes, combined with looking away from the screen for 20 seconds and focusing on an object 20 feet away.

What to read more?  Check out the article HERE.

Your Daily Boost!

To boost your energy at work,  eat a high-carb, high-fiber breakfast. For short-term and long-term energy boosts, make a habit of eating a high-fiber, carbohydrate-rich breakfast, says Jaimie Davis, PhD, RD, research associate at the Institute for Prevention Research at the University of Southern California, Los Angeles.

As proof it works, Davis points to a study that compared the effects of two carbohydrate-rich breakfasts -- one high-fiber, one low-fiber -- with two high-fat breakfasts. The high-fiber, high-carb meal was associated with the highest level of alertness between breakfast and lunch. The study was published in the International Journal of Food Sciences and Nutrition.

So how about some whole wheat toast or high-fiber cereal with that cup of coffee?!

Thank Red, White & You

If you are working today, thank you.   If you are free, thank them.

Happy Memorial Day!

'No problem' is a problem

One of the big ah-ha moments in our customer service training sessions last week was the problem with 'no problem'.

Consider this scenario:

You:  Thank you for your payment, Mr. Smith.   You can expect a revised statement later this week.

Customer:  Thank you.

You:
1.  No problem.
2.  You're welcome.
3.  My pleasure.

Thoughts?

1.  'No problem' is a very common reply, and the problem is that this reply suggests there was a problem or that helping them was a problem.  

2.  This is nice and possibly expected. 

3.  Saying 'My pleasure' or 'Certainly' or "Happy to help' is the best option.  It is the most positive and service-orientated response.  

How many times do you say 'no problem' during your day?  Can you switch it up?

Happy Is As Happy Does...

A few years ago, Yale professor John Bargh conducted a fascinating study on the power of words.  He organized university students into three groups to unscramble thirty separate five-word sentences.

• One group unscrambled sentences associated with aggression, containing words such as "bluntly" and "disturb"
• Another group unscrambled polite sentences, with words like "courteous"
• The third (neutral) group had words like "exercise" and "prepares"

After the assignment was completed, the students were told to approach the researcher to let him know they were finished; however when they found the researcher, he was already engaged in conversation (with an actor). The researcher ignored the students until he was interrupted or when 10 minutes had passed.

The results?

• The polite-word group waited 9.3 minutes before interrupting
• The neutral group waited 8.7 minutes
• And the rude-word group waited only 5.4 minutes

More than 80% of the polite-word group waited the full 10 minutes, whereas only 35% of the rude-word group chose not to interrupt. Afterwards, the subjects were interviewed to see if they knew why they did or didn’t intrude, and they couldn’t identify why.

Morale of the story?  Being around negativity makes us act negatively.  Choose to say "yes" today instead of "no" and enjoy a more positive interaction.

The sweetest sound...

It’s our name.  With that in mind, aim to use your customer’s name a couple of times during the call.  The best time is right after you hear it.

Customer: Hi, this is Ann.  I’ve got a question about my invoice.

Bart: “Hi Ann, I’m glad you called.  What’s the question?”

Compare that to starting the conversation by asking for an account number, policy number or any number.  Yuk.

Use Their Name As Soon As You Hear It

Using the person's name acknowledges their identify and massages their Ego, which boosts their self-esteem. Recognizing that they exist is a powerful, simple step towards a better call. 

Ahh, that feels better!

Pause for Greater Effect

Last week, I shared a couple of tips to improve listening.   Most of you tried swiveling your chair and said that worked best.  Yay!

Here are a couple of other techniques:

When a customer calls in with a request or complaint, give them ‘space’ to explain their situation.  After they explain their situation, count 1-2 (silently), then speak.   This will help you avoid talking over or interrupting them.

If it’s a complaint, take notes to help you respond by paraphrasing their concern.

Taking notes helps you focus on the facts versus emotions and is helpful when it’s time to confirm your understanding of the situation.