Category: Forward Facing

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.