When customers decline a service professional's recommendation, this must be documented for future reference. The person with the best notes always wins. A service professional's paperwork should be complete, especially when customers decline a vital parts replacement. This way, if…
It’s not unusual for Call Center agents to reach their tipping point and snap. Not unusual, true. Good for business? Absolutely not. Your frontline staff take challenging service calls all day. If they don’t have the right tools, their stress…
Call Center Stress Relief is all about gaining more control. The most stressed call center agents are those who misunderstand the importance of self-control and personal responsibility. Remaining calm is important because it results in rational thinking and a constructive response,…
Workplace stress creates pent up pressure. This pressure, if not handled correctly explodes into behavior that worsens morale, productivity and communication. The best stress relief remedy is not to get there in the first place. Stress is a choice. We can choose…
Company owners and managers handle varying amounts of workplace stress. Workplace stress relief is a key component for employee productivity. James Allen, in his essay, As A Man Thinketh, wrote "circumstances don't make a man, they reveal the man." The…
Telephone therapy is what happens when phone professionals allow an upset customer to vent. It is a key strategy towards building rapport. When customers vent, they need to tell their whole story. "Venting is therapeutic," I would say. My admonition…
Ask any phone rep and they'll say that they seek customer service stress relief. Almost 20 years ago, Martha MacCallum interviewed me about phone stress. Both she and I were younger back then... way before she went to Fox News.…
People who invest lots of time behind the wheel tend to have more time to think. As an activity, thinking is highly underrated. Some of my best ideas arise while driving. If you are a customer service professional, I bet…
Forgive others, not because they deserve forgiveness, but because you deserve the peace. When is the last time a close acquaintance hurt your feelings and/or broke your heart? I suppose we all have acquaintances who can be high maintenance. Whether they…
Do you have a friend or acquaintance that needs to be right? You know the type, they are usually perfectionists whose resolute concern with being validated eclipses everything else – regardless of the outcome. I have experienced this with a…