Everyone you meet is fighting a battle you know nothing about. Be kind. Always.unknown
Always remember you may not know the circumstances another person is dealing with. An act of kindness, even the smallest and simplest ones, will go much further to improve any situation than almost anything else you can offer.
When dealing with a distraught person, and remember a customer is a person first and foremost, always remember to be at least considerate and that small act of kindness may be the key to resolving the issue at hand … and even if it doesn’t solve the issue you will see that it will have made it much easier to deal with. Give it a try!
Always be kind.
Those at the top of the mountain didn’t fall there.unknown
Having a goal is as important as what the goal actually is although you must still work towards achieving that goal as it is not going to just happen because you want it to.
Much like Mallory said when he looked at Mount Everest, sometimes a goal is just because it’s there and often times not something you get done on your own. Always remember those who helped you climb the mountains of your goals as they deserve the recognition as much as you deserve to enjoy your achievement.
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.
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.