Warm up your Holidays

Next week it might be easy to slip into old habits and comfortable conversation when you’re at home with family and friends. But what happens when you meet your cousin’s new fiancé? Or want to welcome the new neighbors? The perfect time to practice!

Apply the skills we’ve covered at home. Here’s how to exude warmth in any situation:

1. Pay attention to those you meet. Eye contact, periodic nods, and smiling shows people you’re listening to them.

2. Show empathy. Try to put yourself in someone else’s shoes when you meet them.

3. Be cooperative first. Humans have a natural tendency to help those who help them, and by being nice they are more likely to be nice to us.

Now that you’re the warmth-master, you can take your skills back to the office and start the New Year off right.

Happy Holidays from Ward Certified!

Warm up your tone

Welcome back to this week’s Ward Winter Warm-up. Today’s tip? Warm up your tone. 

It’s been proven that varying your tone over the phone can improve the call and bring warmth to the interaction. Here’s how it’s done:

1. Move your muscles. Smile when you speak to lighten the mood.

2. Pick specific words to emphasize. Imagine yourself saying the most important words in bold font.

3. Use formally warm words. “You’re welcome” is a lot more inviting than “No problem”.

 Example: Thank you for calling Ward Certified. This is Ann, how may I help you?

Smile, Breathe, and Call on!

Ward Winter Warm-ups

This winter, we’re going to help you stay warm with a series of activities and exercises to get you ready to go no matter the weather. Get ready for Ward Winter Warm-ups!

Here’s your first tip:

Cold office? Get your blood flowing and your brain pumping with some simple movement every hour. Here are some exercises you can do at your desk.

What are you waiting for? Smile, Breathe, and Get Pumping.

You got this!

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!