JJ's (June 2015) Tips in this issue:
1. Feeling Good & Customer Service?
Use the following tips as training tools.
Present this situation to your group and brainstorm solutions together, or submit
Are you aware of how often you have good feelings during the day? Do you know this affects the customer service you give and receive?
You are the sum total of your choices and feeling good is a choice! This is true even when your health or working conditions are not ideal.
Start your day determined to look for good feelings throughout your day and you’ll attract more of them.
Yesterday I was personally not finding a lot of good feelings because hot summer days in California spread irritating pollens for miles. The pollen plays havoc with my sense of well-being with headaches, sneezing and tiredness. As I was running errands, I started looking for something to make me feel good. Ahh, the air conditioner in the car made me feel good and the air conditioned shops were next. Then I started looking for good feelings in other ways everywhere. Guess what? I found them! They raised my spirits and put a smile on my face!
On challenging days, think about what brings you good feelings even if it’s just for a few minutes. Here are some examples: Having a meeting or interaction go well. Finding a treasure while shopping, and having a customer service agent genuinely ask how you’re doing and then be interested in whether you found everything you wanted. Anyone who listens and smiles at you can give you a good-feeling moment! If you interface with customers, be that person I described for a day. You’ll be surprised at the positive results.
It would be nice if more customer service representatives would look for feeling-good moments for themselves and create them for their customers each day. It would make a difference in the quality of service stores or organizations give.
The people who work beside you are your internal customers, so treat them the same way you want your external customers treated. Cooperation and teamwork improves when this is done and everyone finds more joy in their work!
As a customer service consultant, people tell me how bad customer service is for them. One way to make it a better experience is to treat the representative the way you would like to be treated. Start with a smile and a courteous and personable way of dealing with them. It will probably jolt them into wondering who you are and why you’re being so nice to them. It may even encourage them to be a better customer service agent for their business. At the least, you have created a feeling-good moment for yourself and for them.
Life is a journey of ups and downs. So take every opportunity to smile at people so they'll smile back at you. You'll create feeling-good moments at every turn!
"The only limits on what you can accomplish are the limits YOU place on
"You become what you think about."
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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
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
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