Rock, Paper... People

Copyright: 123RF

Take a quick look at your desk.  What do you see?

Lots of paperwork? I thought so.  

Chances are, your job involves a lot of both paperwork and phone work, and sometimes the ringing phone feels like an interruption. That feeling can lead to a greeting that sounds rushed or unhelpful, sending your call off to a rocky start.

This week, aim to catch yourself thinking: "Arghhh – the phone is ringing!" and say instead: "Yay, the phone is ringing!" or "I’m gonna rock this!"  Then your greeting will sound professional and friendly, ready to handle anything.

Smile, Breathe, Rock On. You got this!

YAY you!

Copyright: The Ellen Show

Here are two steps for a better 2018.

Step 1:  Keep a file of the good stuff you do. Maybe it's a digital folder of emails thanking you for a job well done, or perhaps it's a hard copy file with written thank you notes you have received.

Step 2:  When the day isn't going the way you planned or you get a tough caller, review your Yay Me! file for a reminder of your awesomeness.

Repeat as needed... Yay you!

Stuff Happens

Copyright: 123RF Stock Photo

If you’re in the business of providing customer service (and who isn’t?) then you know that things will go wrong.  Yes, please work on reducing the number of times things go wrong, but this note is about how to handle the conversation – in an email.

What your customer needs when they share their concern is to feel heard, valued and to know what’s up next.  

I had an interaction that did just that a while ago and thought I’d share.
Notice the difference between a robotic, “We’re sorry for the inconvenience” and this reply:

"Thanks for reaching out, and huge bummer to hear the sizing wasn't perfect for you. We can definitely exchange that Medium out for a Small.

I'm attaching a return label for you to print, pop on the box, and hand off to your local postal worker. Once we receive your lid* back in our warehouse, I'll ship you out a Small.

Have a great afternoon." 

*lid – it was a bike helmet.  These days I only dream of returning a medium for a small. :-)

How do you apologize and make it right in your emails to customers?

If you’d like help with ideas on how to personalize, humanize and empathize your emails drop me a note.

Happy Feet

Don't let the cold weather make you sound cold.

Copyright: 123RF Stock Photo

Thought for the week: Bring your cozy slippers to work.

Here's a secret about me: When it's cold outside, I wear my toasty Uggs to warm me up. They warm my soles and my soul, which makes me exude kindness over the phone. 

Tip: Switch back to your regular shoes for meetings, treks to the printer and one-on-ones with your boss. 

How are you staying warm?

New Year, New You

Feeling in control actually improves accountability and happiness. 

That sounds good!

What are you in control of?

Today when you answer a call, make note of what's in your control and what's not.

Try focusing on what's in your control, and see if that makes you sit just a little taller.

Baby it's cold outside...

Sending you warm thoughts during this crazy cold spell.  

Bundle up, work from home if you can, and on behalf of our home-heating clients, please shovel your driveway. 

Team Ward Certified

Happy New Year?

If you're working today you might feel like this.

And...if you're working today, your work must be important. 
THANK YOU for showing up and offering outstanding service.  

Are you hoping to improve your training skills this year?  We've got 2 spots left at our Train-the-Trainer workshop, click here to learn more.