Fix the person, then the problem

Life happens. Depending on your industry, you may have to manage a difficult or emotionally charged situation, like divorce or death. We know, sad stuff…feels terrible, but this is adulting. 

It’s important to make sure your customer feels taken care of before getting right down to business. 

1. Listen and allow the customer to vent – for however long it takes.

2. Express empathy: “I understand this is a difficult time for you, and I’ll do everything in my power to get this done as quickly as possible.”   

Got a hard situation specific to your industry that you need help managing? We can help at ann@wardcertified.com.

It’s not too late! Sign up for our Rock Star Ready 2019 tour!

If one more customer asks...

“Where’s the restroom?”

“How do I apply online?”

So, you’ve answered the same question 1000 times before – maybe even in the same day. It comes with the territory – you are the subject matter ninja, after all. 

To avoid getting frustrated, imagine and treat every customer like they’re the very first to call or walk through the door with that very question. Be enthusiastic, pleasant and helpful!

Or, maybe imagine they’re your grandmother. 

How do you avoid the frustration?

Want more tips? Sign up for our Rock Star Ready 2019 tour!

Substance, not filler

Even if it’s not your intention, the “contact me, if you have questions” phrase you tack onto the end of a phone conversation or email, feels likes just that – filler. It also makes customers think, “I really hope you don’t contact me.”

Try, “Was this information helpful? I’d be happy to jump on a call to discuss any further questions you have.” 

Feel the difference? A little finesse goes a long way. Just ask Bruno Mars.

Do you have a particularly snazzy sign-off phrase?  We’d love to hear it at ann@wardcertified.com.

Want to learn more? Sign up for our Rock Star Ready 2019 Tour!

Don't take the easy way out... yet.

When you’re stumped or dealing with an angry customer, it can be easy to call your manager to bail you out of a tough situation. But, that should really be a last resort.  Besides, you’re resourceful – you’ve got this! 

Consider:

• What did you do the last time you had a tough caller – could that work again?

• If you took a moment and did a ‘power pose’ would that help?

• What about asking a colleague for their ideas?

If you still need help, that’s ok, too!  Let your boss know you did everything you could to find the answer on your own first.

“I’ve checked our training guide, similar customer situations, and can’t find the solution to this specific issue. Can you assist me?”

Have you signed up for our Rock Star Ready 2019 Tour? Check it out!

Multitasking is scary!

Halloween is just around the corner. Don't let the tendency to multitask make your zombie costume 'too real!

Research shows that while we think it's more productive, multitasking can lower our brain's ability to shut out distractions. Even when not multitasking, our brains work less efficiently than before.

So what do we do?

Try to focus on one thing at a time. Give yourself a timer for tricky work, and little rewards to keep yourself motivated.

Example: I will spend 30 minutes answering customer concern emails then do 5 squats to get up and moving or if you need a sweeter reward, get up and move to the office candy jar.

Read more from the article here.

You know what else is scary? Missing early bird pricing for Rock Star Ready. Prices go up November 1st, sign up now.

Clear Desk = Clean Slate

If you’re still groggy from a whirlwind weekend, clear you desk to clear your mind.  Recycle old documents, delete emails, and wipe down your desk. It’s a great way to set the tone for the week.

Need another refresh? Check out this episode of Bob Ross- Reflections of Calm.

Ahhh, doesn’t that feel good?

Fight "Weekend Brain"

Still dreaming about your comfy bed? We feel ya’.  A quick way to get your brain back into gear is to write yourself a reminder on Friday before you leave. 

We know a lot can happen over the weekend - whether it’s Netflix and chill, or heading out on the town – it’s easy to forget small tasks from the previous week.

So try this, before you leave Friday, make a list of any undone tasks and at the top of that list add some kind words to yourself. Something like… “Happy Monday Ann, you’re looking good!”

Got a good one?  Send us a picture and we’ll share it on our @wardcertified Insta’ page.