Supervisor Snacks

When you walk into a room and see the happy face, you just have to smile! Have you ever noticed how good a smile makes you feel?  Whether you are giving a smile or receiving one - that warmth cheers your soul.  Cultivating good working relationships, personal relationships or simply “passing ships” is easier with a smile.  People gravitate to happy people, people who are carefree and who make others feel good too.  If you are having a bad day, smiling for the benefit of those you come in contact with has a tendency to make you feel better, too. Our nearby convenience store changed hands many years ago.  The same man was at the counter nearly every day.  He worked long hours, spoke English with a heavy accent, and – in the beginning – always had a dour expression on his face.  My first reaction was negative, “How unfriendly!” I thought.  But I smiled at him anyway and thanked him for serving me.  The next time I went in was a repeat of the...

  Nearly two decades ago, Marci Hewlett decided she wasn’t willing to allow negativity to rule in her answering service.   She is the person who developed the 5 C’s of citizenship for our industry – of course, it works for any industry!   And it truly does create a more upbeat, positive atmosphere in which to work. Let’s look at what they are and what they mean. No negativity EVER toward A Caller – Callers, especially upset callers, can be tough to handle.  We need to remember we aren’t walking in their shoes. First they called someone they needed to talk with - but got the answering service.  They may have a sick child, an overflowing toilet, or something worse.  They might get testy – but we can’t, and we can’t call them names after we disconnect the call. A Client – Our clients pay well for our service, we are their employees, and when they feel they are not receiving what they’re paying for, they’re going to tell us.  Sometimes they will co...