I asked my dad if he was alright...

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He said, "No, I'm half left!"

Yesterday was Father's Day, and we all know what that means: lots of Dad Jokes. Want to up your joke game? Check out some classics here.

Did your family make each other laugh yesterday? Use that energy in your calls today.

Before you start anything new today, read a joke and let yourself laugh.

Then, straighten your back, stand up tall and breathe.

Now your offers will be like a book about anti-gravity: impossible to put down!

What's your response style?

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Let's say a customer calls and wants to book an appointment. You check and discover the first appointment available is in July. Which response would you use?

1. Too Hot: Yikes, there is nothing until July. You should have called earlier.
2. Too Cold: I've checked and there is nothing until July.
3. Just Right: Good news! I've got openings in July, do you prefer mornings or afternoons?

Sometimes in our effort to be realistic, we come across as negative.  Aim for positive!

The Ladies Room

We loved training as a part of the Women in Energy track at the Eastern Energy Expo a few weeks ago. 

What did we learn? Although efforts are being made every day to promote inclusivity, and more and more women are joining the Oil and Gas industry, the numbers are still staggeringly low. 

According to World Economic Forum, the female workforce in the Energy Industry still made up less than 20% in 2016. In senior positions, that percentage went down to only about 10-15%. 

It's not always easy being a woman in the working world. But we're here to help! Check out our newest landing page, The Ladies Room.

Do you have any tips or stories about life as a businesswoman? Let us know!

Thanks

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Today's Memorial Day in the U.S.

If you’re working today, thank you.

If you’re free, thank them.

It's a quiz!

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Customers with different generations have different expectations around formality in the way they communicate. See if you can match the greeting to the age group:

1. Under 35 years
2. 35 - 50 years
3. 50 - 70 years
4. 70 – 100 years

A.  Good Afternoon
B.  Hello
C.  Hey
D.  Hi

Answers: 1C, 2D, 3B, 4A

Well done.  Try it today and you will create a welcoming experience.

BTW (which age group might use that acronym?): In case you are wondering, ‘yo’ and ‘wassup’ are never good options in the workplace.  Save those for beer commercials and weekends.

Yesterday was Mother's Day...

Did you remember to not only tell, but show your mom how important she is?

If you are a mother, did you get some much-deserved attention from your loved ones?

Customers, like moms, appreciate our undivided attention. So when the phone rings...

Try this tip:

• Swivel your chair away from the computer screen and focus on the caller as you greet them.

Remember, those callers are the reason we have money to spoil our mothers!

Give your customers the gift of your attention.

Good with Words

We all know that your tone of voice speaks louder than your words, but words matter too.
Consider this study from Harvard Business Review:

One CSR said, “You can’t transfer funds until you go through these steps to authorize the account.”
The other CSR phrased it differently, “let me walk you through these steps to authorize the account.”

Which do you think customers preferred?

Yes, CSR #2. In fact, customers rated that call's quality 82% higher.
Why?  The words sound more helpful.

Consider your calls today.  Where can you choose more helpful language?
“You need to” can become “let me help you.”
“I can’t” can become “here’s what I can do.”

Share an expression you plan on re-writing today.

Want more from Ward Certified? Check out our program of the month, Managing the Mix.