Kidding aside, thank you for covering the phones and making customers smile.
Happy Labor Day!
Words Matter Too
Your body language impacts your tone of voice and that has a huge impact on your conversations. But your words also have an impact on how your customers feel.
Turns out the words customers like the most are:
- Delighted
- Absolutely
- Pleasure
- Happy
- Understand
- Yes
Here’s a way to add some fun to your day and to make their day.
Make a list of these words and see how often you can use them with your customers. Sort of a happy-word-bingo game!
Tip: The goal isn’t to use them in one sentence, but if you can, please send me that sentence I’d love to see it!
Putting tough calls in perspective
Look, up in the sky! It's a bird, it's a plane...
No, it's the eclipse! So don't look up unless you've got your specialized Solar Eclipse CE and ISO Certified viewer and filter glasses for safe solar viewing.
The last time I heard so much pre-excitement and concern about an upcoming & timed event, it was the Y2K bug. But that one turned out okay.
The eclipse, similarly, is causing customer service concerns, such as Hertz cancelling eclipse-related car rentals using robocalls, surge pricing on hotels and Airbnb, delivery exception notifications from Fedex, school closing, and more.
If you need to take a breather today, check out NASA's live streaming of the eclipse. It's safer than going outside, and it will put any rough customer calls into perspective.
And that guy in the sky? That was Superman. Channel your inner Superman and make even your toughest callers happy.
Take Charge and Set the Tone
Participants in our training classes tell us stories of how they are treated over the phone and I agree no-one deserves to be interrupted, yelled at or disrespected.
My recommendation is to take the high road.
When you pick up the phone, build credibility and set the tone with helpful words and an upbeat voice.
How do you want to sound? Maybe calm and competent, or professional and pumped? You can do it!
Write down the words you'd like others to use when they describe you, post those words by the phone, sit up tall, read those words and say your greeting. Own it!
Don't let the day or the caller bring you down. Choose to set the tone with your tone.
Guest or Interruption?
When the phone rings, what is your first response?
- Darn, I'm in the middle of something!
- Arrggh, what now?
- Hmm, I wonder what they need and how I can help?
I hope you chose number 3, 'cause what you say to yourself sets the tone for the interaction.
This week, each time the phone rings:
- Stop what you are doing (people over tasks)
- Choose to think something positive
- Then greet that caller as a guest.
At the end of the day, take a moment to reflect on your calls and notice how much better your interactions unfolded.
Actions speak louder than words....
You know the expression: "actions speak louder than words?"
Take a peek at these actions and match them to the message you might be sending your customers, co-workers or your boss.
ACTION
1. Looking at the clock
2. Looking at your phone
3. Slumping your shoulders
4. Drumming your fingers
MESSAGE
a. I’m bored
b. I’m bored
c. I’m bored
d. I’m bored
What’s the moral of the story? If your goal is to convey empathy, listening or understanding, you’d be better off sitting up straight, making eye contact and smiling.
