JJ's (July ‘19) Tips in this issue: 1. Dealing With Being Put on Hold 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. SITUATION QUESTION: As a customer, do you dislike being put on hold? Does being put on hold cause you stress or anxiety? How often do you or your company put people on hold when they call? SOLUTIONS: Last month Lorman Education Services asked me to present and record a webinar on “Effective Ways to Reduce or Eliminate Hold Time.” It’s for companies looking to reduce a major cause of customer dissatisfaction, especially in call centers. Being put on hold can be stressful to busy people. If you or your company would like more information on the webinar, here is the link: http://www.lorman.com/training/406103EAU?p=18875 Call centers put customers on hold all the time and it can be very stressful. Here are some tips on making that stress work for you! Hopefully, you are asked if you can hold, and sometimes given an option to leave a call back number to hold your place in line. It still doesn’t reduce the stress because you’re ready to resolve the situation now, not later. A Harvard University study showed that when participants embraced and welcomed their stress and anxiety, they found the situation to be less demanding. They also had more efficient cardiovascular responses than those who held a negative view of their nerves. According to a Bottom Line Personal article on, “Make Stress Your Superpower,” stress usually describes feeling emotional or mental strain or tension, while anxiety is a more dramatic sense of fear, dread or panic. You can learn to take control of both! “When you change the way you think about stress, it can become your superpower…” Use stress to solve problems by asking yourself, what’s making me so concerned? What’s at the root of it? What’s a possible solution? Don’t let avoidance or procrastination cause more worry or stress. Use it as a motivational opportunity! When you feel the stresses in your body, use that adrenaline surge as a sign you’re going to accomplish something important. It can boost your performance! Use stress to open up new emotional strengths and opportunities. It’s been said, “What doesn’t kill you makes you stronger.” In your multitasking world, dealing with lots on your plate, stressful feelings are normal. Watch the stress signals and if they seem to be sounding all day, every day, for too long, changes need to be made immediately. Don’t let it become a chronic situation where you feel miserable and become sick! If things are spiraling out of control, call a mental health counselor for help! Hopefully, dealing with being put on hold or having to put your customers on hold is the only big stress you’re concerned with today! Use the stress to motivate you to do something about it! Make yourself and your customers happy! Click the link below: http://www.lorman.com/training/406103EAU?p=18875 JJ's FAVORITE QUOTES: “It isn’t SELFISH to do more of what makes you happy; it’s SMART.” – Sam Horn “Perfectionism is simply another way to spell procrastination.” – Sam Horn ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ DO YOU WANT TO IMPROVE in an area? Service? Sales? Call for your FREE CONSULTATION now 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.) http://www.jjlauderbaugh.com/about.html **************************************** 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
performance. ---------------------------------------------------------- Reprinted with permission
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