What's your game?

Whether we want to admit it or not a huge number of us have a game addiction.

What’s yours Candy Crush, Solitaire or Bejeweled?

Did you know that over 45 million people a month play Candy Crush regularly?

Did you know that you can click on the stats button and discover how many hours you spend on your game? Mine was quite shocking.  

So here’s the thing about games, they are repetitive, in fact we spend hours stuck on a level or a problem but still keep at it!  We try new approaches and enjoy the challenge. 

Self-confession, I will re-play the same game of solitaire in an effort to win rather than simply choosing a new game.  Why?   It’s fun!

Why not take the love of challenge to work?

Instead of feeling defeat – keep at it and celebrate success.

If you handle the same type of call over an over again, cheer when you do it well!

If you master a function in your new software, pump your arm!

If you win over a really tough customer, jump up and let your team know you scored a level 45 victory!

You can’t change the computer, tech challenges, silly questions, pricing or the volume of work, but you can change how you approach it.   A sense of curiosity and fun goes a long way.  

Whoa...slow down...

When we rush our greeting we are sending a message to the caller that they are not that important.

Our pace is saying that we are too busy or unfocused.  But yes, you may be busy but announce that to your callers?

Did you know that if you rush them, they might;

- Escalate the call

- Get tougher to deal with

- Forget important information about why they called   or go looking for another service provider.  

None of these are good!

Try this;

Say the phrase, "A proper copper coffee pot" 

Move your lips to really clearly ennunciate the words.

How'd you do?

My guess is you did it!  and you did it by slowing down.

This week try saying your greeting at that same pace and see what reaction it inspires from your callers.

All the world’s a stage

Perhaps William Shakespeare said it best, “All the world’s a stage.”

And if we are merely actors, here are a few instances that acting will help you do, feel and be better at work.

When you answer the phone

Act as if this is the most important call of the day

 When the caller is upset

Act as if you will be able to handle the call

When the caller is concerned

Act (think) like you know them.  Have a picture of a typical customer on the wall and look at the picture to remind yourself that it’s a real human with real needs.

When the caller has a challenging issue

Act as if you are an expert and that you can help (see Superman to the rescue). You will be surprised how much you really do know when you get your nerves out of the way.

When you are getting too comfortable in your chair

Act like an athlete and do some warm-ups.  A couple of squats or arm swirls might help.

When you are trying to sell or upsell

Act like a talk show host and ask questions that help you get to know the customer and their particular needs.

At Walt Disney World they have signs on mirrors behind the doors that read “Smile you are going on stage” 

What do you do to help prepare for great interactions?

What makes challenging callers so darn challenging?

Many times the real reason that caller is hard to handle is because they intimidate us or make us nervous. 

Why? Because they yell, talk fast, use demanding language or use our trigger words i.e.  “you people!”
 
Tip: Act like you can handle it and you can!
 
Try;
Standing up as they talk.  Standing is a more powerful pose than sitting.  It will make you feel more confident.
 
Saying something to yourself as they talk.  “I got this!”
 
Remembering that you have the ability to help. You’ve helped many callers before so focus on listening to determine the facts.  Writing down the details of their story can help keep your thoughts focused on those facts.
 
Basking in your success.  After the call has been completed, take a moment to congratulate yourself and appreciate what you did well.