|JJ's (Nov '07) Tips in this issue:
1. Special Support-Center Welcome
2. How Are You Living the Dash ( - )
3. Favorite Quotes
4. Tele-Coaching & Tele-Mentoring
Welcome to the conference attendees I met at the Signature Customer Service and Support
Professionals Conference (CSSPC), a.k.a. The 9th Annual Conference for Help Desk
Professionals, two weeks ago at the Pointe So. Mt Resort in Phoenix where I spoke on
"De-stressing Your Contact Center for Greater Productivity."
Use the following tips as training tools.
Present this situation to your group and brainstorm solutions together, or submit your own
situation question to be answered in an upcoming newsletter.
How are you living the dash ( - )? The dash is not a race or a 50-yard dash, but is
what you see on tombstones between the date of birth and the date of death of the person.
I talked in my contact-center program about how each of us chooses to live our dash a
particular way and how our attitudes and decisions affect the stress and productivity of
the people who interface with us. As leaders, are we positive influencers? Do we speak
life into others at work and home?
Are we positive or negative enablers to co-workers, customers, friends and
family? How do we become better influencers and enablers?
The help desk technicians are positive enablers when they are able to keep computers,
servers and other technical devices up and running. The groups they support are then able
to function in their jobs.
Catalog order entry agents enable buyers to shop quickly and efficiently to cut the stress
and time face-to-face shopping would take.
At work or play, you are also an enabler. You have choices about the "ripple
effect" you have on others. When you let a bad mood spill over into your
interactions, you are causing a "ripple effect" that influences additional
negative behavior. If the person is generally negative to begin with, you have enabled
them to continue down their same path and everyone loses. Stop the chain reaction by
turning yourself around before the interaction.
Many of you have attended my programs and seen me demonstrate "mixed
messages" as I did at the recent conference." I ask for a volunteer from
the audience to help me demonstrate this. He stands behind me and is my hands and arms as
I say the words. It becomes quite obvious very quickly that his hands are not always in
sync with what I am saying. People begin to tune out to my words and only watch where his
hands are going. Me too! Audiences roar with laughter and they remember my
"hands" demonstration for years afterward. It helps them remember to give single
(not mixed) messages to others. You can lie with the voice, but it is very difficult to
lie with the body language. When people pick up "mixed messages" from you, they
begin to question what is being said. They believe the body language and not the
words. This begins to erode the trust they had in you.
When this happens, the receiver is confused, stressed and disabled. Be honest with
yourself and what you say to others. Give a single message and others will trust you, and
be more willing to cooperate and even become enthusiastically helpful.
Isn't that what you want? In your work and your personal relationships, you should be
striving to create a legacy of contribution and connection. To do this, look for ways to
catch and pass on the "giving fever."
This attitude or mind set shift could cause a positive chain reaction throughout your
company. People and customers would begin to feel the change and want to become a part of
it. It is contagious.
Studies have shown that one of the biggest reasons customers and employees don't want to
continue doing business with your company is because they are unhappy with how they are
treated. Walk into any store in your local mall and you will notice the lack of smiling
and caring from those who are
waiting on you.
Keep customers and employees in the fold by remembering to flash your pearly whites --
your smile! Give them some personal attention! Notice how your customers (fellow workers
or customers doing business with you) respond. This is your welcome, so be consistently
personable, and you will become a
good role model to those around you.
This can be part of your daily legacy that you leave behind to enable and influence
others. With this attitude, you will be proud of how you are living your dash! ( - ) YOU
will make a difference!
JJ's FAVORITE QUOTES:
"You must begin to think of yourself as becoming the person you want to be."
- David Viscott
"Even the woodpecker owes his success to the fact that he uses his head and keeps
pecking away, until he finishes the job he starts."
- Coleman Cox
"A smile is a crooked line, that sets a lot of things straight."
"The secret of success in life is for a man to be ready for his opportunity when it
- Benjamin Disraeli
Tele-COACHING & Tele-MENTORING
DO YOU WANT TO IMPROVE in an area? Service? Sales?
* Motivation and growth of your people?
* Dealing with irate internal or external customers?
* Leading and Coaching your staff?
TRY our one-on-one Tele-Mentoring (phone coaching service) that is available to business
owners, executives, managers, supervisors and staff members.
Call for your FREE CONSULTATION now! 800 500-9656 or 408 445-1590
EVALUATION OF YOUR ENVIRONMENT:
Have you had an Evaluation of Your Environment lately so you could receive suggestions on
improving it? (It's like the doctor's check up, you often don't know you need it, until
after you've had it).
JJ Lauderbaugh, CMC
408 445-1590 or 800 500-9656, 1716 Husted Ave., San Jose, CA 95124.
JJ works with companies that want to give exceptional customer service to increase sales,
and with Directors and Call Center/Help Desk Managers who want to improve human
She's an international speaker, trainer, facilitator and certified management consultant
(CMC) on customer service management, specializing in performance improvement, call
centers, up/cross selling and outbound calling.
For training resources, free articles, tips and streaming video, go to our web site at:
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