Many of you know that I was born up North, but did you know Canada celebrated their 150th Birthday on Saturday? In honour of my heritage I wanted to share some Canadian humour, and yes, those 'u's are intentional.
Happy Canada Day!
And of course, Happy Independence Day tomorrow!
If you’re of a certain age, you probably think no, not appropriate.
A younger person might say, Yaaasss, absolutely! 😀
Here’s the scoop.
Studies show that people read email in a negative tone, even if it wasn’t written that way. Imagine reading an email with the words, “You’re welcome.” Is that sarcastic, a question, or genuine?
If left up to the reader, they may read negativity into an email unintentionally. So, perhaps there is a place for an emoticon in a business email or text, but let’s identify some rules.
Tips:
What do you think? :-) or :-(
Chances are when the phones slow down, you get assigned extra tasks. Maybe some billing assistance, envelope stuffing, or account clean-up. Have you noticed though that when you're in the middle of those tasks, and a customer calls, that ringing phone feels like an interruption?
Make sure it doesn't sound like an interruption.
Stop - Drop - Roll
Stop what you are doing, drop the task and roll into your best greeting. Take a breath and say your greeting with competence and caring. Give the caller your full attention.
The first 30 seconds set the tone for the call. Telephones over tasks!
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.
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?!
If you are working today, thank you. If you are free, thank them.
Happy Memorial Day!
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?
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