Supervisor Snacks

  You disconnect your call and find yourself shaking.   The caller was furious and nothing you could say seemed to help. There may be a legitimate reason for the caller to be angry, late deliveries, poor service, unkept appointments, or promises, or unreturned phone calls may all push a caller over the edge.   As our client’s “employee”, we are obligated to present them in the best possible light.   The way we handle their callers can make or break their client relationships.   An angry caller is an opportunity to be of real value to our clients.   If you do your best to handle an angry person’s complaint in a courteous and professional manner, rather than hanging up, those irate customers can become a company’s best customers.   Here are some of the things we can do to control the situation. Anger is a result of the caller’s frustration with their situation, not you.  Don’t take it personally.  When a caller is furious, respond calmly. ...

Even if you aren’t a football fan, it is hard not to get caught up in the hype of the Superbowl.  It’s everywhere, and the sport has productivity lessons for us all. Mark the Distance to the Goal While it’s super exciting to grab the ball at kickoff and run all the way for a touchdown, it’s more likely that we will get to the end zone by breaking the job up into smaller plays.  In football they’re called “First Downs”; in life they called steps.  Celebrate the completion of each one, if only in your mind.  Split goals into “downs”.  Take on the longer tasks at the beginning and make each subsequent piece shorter.  When you’re in the Red Zone, with just a few small tasks yet to complete, you’ll be re-energized. Sequence for Speed Statistics show that the team ahead at halftime is more likely to win the game.  Arrange your day to get at least three tasks done by noon and enjoy your break, knowing that you have accomplished some of your goals.  The b...