Supervisor Snacks

For years people who raise and train racehorses have put “blinders” on their best thoroughbreds to help keep them from being distracted by what is going on around them.   You see, they want to WIN the race and blinders help keep the horse focused on the goal – crossing the finish line in perfect form. That is what we want, that is what our clients want.  We all want each message to be completed with perfect form. It is totally understandable that when call volume escalates some of our agents – especially our newer agents – begin to be distracted by the chaos around them.  They feel the pressure of more calls coming in – and lose their focus – and their attention to the task at hand. Put your mental blinders on when things get hectic.  If you are taking a message concentrate on what is being said by the caller.  Complete every prompt, ask the right questions, and make sure you have clearly documented the message for the client and for the dispatcher! If y...

  One day a professor entered the classroom and asked his students to prepare for a surprise test. They waited anxiously at their desks for the test to begin. The professor handed out the question paper, with the text facing down as usual. Once he handed them all out, he asked his students to turn the page and begin. To everyone’s surprise, there were no questions….just a black dot in the center of the page. The professor seeing the expression on everyone’s face, told them the following: “I want you to write what you see there.” The students, confused, got started on the inexplicable task. At the end of the class, the professor took all the answer papers and started reading each one of them aloud in front of all the students. All of them with no exceptions, described the black dot, trying to explain its position in the middle of the sheet, etc. etc. etc. After all had been read, the classroom silent, the professor began to explain: “I am not going to grade on you this, I ju...