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Forward Facing

Smile

Wearing a smile is telling everyone you are here to help.

No matter the issue or question you are addressing and no matter how you are addressing it always smile. Smile in your heart and put a smile on your face, too!

When you communicate with a smile it comes through to the person you are having a conversation with and it will help keep things moving more smoothly and with less stress and frustration.

It’s much easier to work with people when you smile as you have a natural feeling of goodwill and empathy towards others built into every smile you share.

A smile is a great stress reliever and allows you to relax that much easier. Approaching the customer in a relaxed low-stress manner will also help difuse difficult situations.

Categories
Forward Facing

One Tribe

Staying on course and getting to your destination is just as important as following your heart to the same place on the map.

Although it’s great to have a list of questions and answers to follow it is often better to know those questions and answers and be empowered to go off script as needed.

Great customer care comes from the intuition and empathy of the support team and they should be striving towards this at all times.

The key to having this “tribal knowledge” approach based on intuition and empathy is to use it as the basis for the common documentation all team members use.

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Focus

Do one thing at a time. Do it well. Move on to the next.

There are many proponents of “multitasking” which I find is better described as the skill of focusing on one thing at a time with the ability to seamlessly shift that focus to other things as needed without losing a beat. By expanding and enhancing this skill you will find you are handling multiple tasks at the “same time” whenever the need arises.

A key concept to take into consideration here is documentation. Make notes of your progress and steps taken so you can easily return to the task at hand and know where you were; or, when in a team environment, allow another to pick up where you left off.

Working to improve recall and other similar memory functions will also help to make these shifts in focus much more seamless as well and remember to always use what works best for the environment you find yourself in.

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Moving Forward

Never stop growing, there will always be a bigger role to fill.

Being complacent in your work or your life will eventually lead to stagnation. You should always be looking forward to possibilities and potential as they will always be in front of you no matter the path you take.

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Passion

Skills are cheap. Passion is priceless.

Gary Vaynerchuk

Instilling a passion into a person, whether it be to help or by helping, will be your greatest achievement in providing support. You cannot buy passion for a product, it must be earned by the quality of the product and the company providing it.