Supervisor Snacks

Good listening skills will Improve your relationships with everyone, your family, your co-workers, your employer, and the people you speak with on the phone.   Someone once said, “If you are all wrapped up in yourself, you make a very small package.”   How true that is!   Big-hearted people care about others. When you learn to be truly and unselfishly interested in people, our friends will know you are really listening and that you care about them as much as you care about yourself.   When you are interested in the triumphs and defeats, the happiness and heartaches of those around you, you build trust.   Listen to their experiences and value their opinions.   Your genuine interest will draw them out and bring you a wealth of valuable understanding.   When you learn to focus on what a person is saying, you become a much more interesting person – because you understand and can reply appropriately.  If you catch yourself thinking about your reply...

We have all taken calls from someone who is being unrealistic, or unreasonable, it is a fact of life in a call center. But how we respond to those callers and then to the operations room at large tells a lot about the kind of person we are and the kind of company we work for. For example: Mrs. Queen calls, she sounds like a senior citizen and she wants to report that her newspaper is being thrown in the bushes and not on her doorstep. She is quite upset; this is the third time this week and she has reported it twice already. The agent dutifully fills in the message ticket and tells Mrs. Queen that she will give her message to the office when it opens. The agent doesn’t feel especially sympathetic and it not only shows in her lack of compassion while speaking with Mrs. Queen, it shows after the call. “My paper was in the bushes again today.” she mocks aloud in a crotchety old voice, garnering some giggles from agents seated nearby. “I sure wish I didn’t have anything better to do than t...