Supervisor Snacks

  Kindness isn’t only for others, we can, and should, show ourselves kindness also. One way we can do that is to take special care after a stressful and demanding day at work. There are simple and effective ways to do this. But you are the “you” expert; you are the only one that can determine what will work best for you. It is crucial to create a clear separation between your professional and personal life. Switching off from work-related thoughts and tasks is essential to recharge and rejuvenate. This is especially important after a tough day. For many of us working from home, this can be more difficult. If you don’t have a commute from work to home, invent one. Turn off your computer, leave your area, change your clothes – even though you are not moving to a new physical location there are ways to “leave” your workplace behind for the day. These routines will help you automatically reset and detach from work. Engaging in physical activity after work can help release built-up ...

  One of the challenges you will face in our industry is dealing with irate callers. It's natural for people to become upset from time to time, but it's important to stay calm and present a professional and empathetic disposition when interacting with them. Let’s review some ways to help you maintain your composure in those trying conditions. Apply Active Empathetic Listening: When a caller is in a difficult position and begins to lose their composure, let them vent their dissatisfaction . It's important to them to know that someone is hearing what they are saying and cares about what is happening to them. Using empathetic language such as, "I understand how frustrating this is for you," can help diffuse the hostility and create an atmosphere in which you are able to provide assistance to them. Paraphrasing their statements can help build rapport and show that you genuinely care about addressing their issues. Remain Calm: It is easy to feel defensive when ...

 “Have you heard the one about the guy who posed as an employee and asked for his automatic deposit to go to his new bank? He bilked a guy out of months pay!” - Nope not a joke, a real-life tragedy and it happens every day. In a small company, this would be easy to detect, but in a mid-sized company, it could easily fly under the radar. As soon as we figure out one scam, there are three or four new ones to take its place. “Please sign this document” emails seem to be the next fraud, and they have the potential to do huge damage.  Most small business owners have something going on at any given time that requires a signature. If we are expecting such an email, this one could be a gotcha!  If you receive an email that doesn’t look or sound quite right, if a sentence is awkward, or a logo looks a little “off”, DON’T OPEN IT.  Your boss is not likely to ever ask you to buy a gift card for him or her. The IRS or any institution will not ask you for your personal informatio...

  Changing passwords may be the bane of our existence! Only if you have been hacked can you know the misery of making changes after the fact – knowing you could have prevented the whole nightmare if you had been more diligent. Part of the problem stems from remembering those passwords, and the fear of typing one incorrectly. We have so many accounts to protect - our banks, internet accounts, credit cards, stores, social media accounts, it’s daunting. How do we keep it all straight – AND change those passwords at least once a year. Experts say our passwords should be about 14 characters long, and should include both upper- and lower-case letters, numbers, and symbols.  How will we ever remember a dozen different passwords with those criteria? Try creating memorable sentences then assign the first letter of each word in the sequence to create a password. For example - We have 3 dogs - 2 Yorkies & 1 lovable MUTT, becomes Wh3d-2Y&olM4. When January rolls around change ...

 In the vast landscape of careers, it's easy to get lost in the pursuit of success. We often find ourselves chasing titles, salaries, and promotions, forgetting that the key to a fulfilling career lies in following our passions. Let your inspirations guide your way, for when you align your interests with your work, magic happens. Think about what you truly treasure about your job. Is it the challenge of problem-solving, the joy of connecting with others, or the satisfaction of creating something new? Whatever it may be, that is your compass, pointing you towards a path that leads to a brighter future. It's a known fact that when we are captivated with something, we learn faster and retain more information. So why not leverage this to your advantage? Instead of dreading the daily grind, find ways to infuse your work with the things that energize you. Whether it's incorporating your creative side into a project or using your delight in connecting with people to build stronger...

 In the world of customer service, our role is not merely to answer calls and respond to inquiries. We are the frontline representatives of our company, the face and voice that clients interact with. Each interaction is an opportunity to make a positive impact, to provide support, and to leave a lasting impression. But what happens when we, as humans, are not at our best? When our personal struggles and frustrations threaten to color our interactions with negativity? Acting becomes our superpower. Yes, you read that right. We, the customer service professionals, are masters of the art of acting. Just like a skilled performer on stage, we have the ability to step into our roles, leaving our personal challenges and emotions behind, and deliver a stellar performance for every caller. Imagine you’ve had a rough morning. Your car broke down on the way to work, or you were late because the bus decided to skip your stop, or the caller you just spoke to vented their frustrations on you for...

  Learning new skills not only brings numerous practical benefits, but the process of learning itself offers a wealth of advantages and can have a transformative impact on your life. Gain Confidence: One of the greatest benefits of learning is the confidence it instills within us. Each new accomplishment becomes a stepping stone towards personal growth and development. Whether it's mastering a musical instrument, learning a new language, or acquiring technical expertise, the sense of achievement gained from learning enhances our self-esteem and enables us to tackle challenges with renewed vigor. Fight Anxiety: Learning acts as a powerful weapon against anxiety. Engaging in intellectual pursuits and acquiring new knowledge diverts our attention from negative thoughts and worries. It allows mind to focus on something constructive and positive, effectively reducing stress and anxiety levels. Engage Your Mind: A love of learning keeps our minds engaged and active. It ignites a se...

  Many businesses seek employees who can simply come in, work, and leave. However, they also need individuals who can understand their business goals and help achieve them. Do you aspire to be a valuable asset to your employer? Would you like to contribute more significantly to the success of your company? If so, there is one thing you can do that will benefit you more than anything else: be your own advocate. Take responsibility for learning how to become better at your job and further your career. Talk to your manager and express your desire to do more than just fulfill your basic job responsibilities. Inquire about tools and resources that can help you develop your skills and become a better employee. If you have already taken advantage of educational opportunities at work and have spent time improving your skills outside of work, it is time to have another conversation with your manager. Participating in industry activities and networking can be financially worthwhile, even i...

Take a video of your home and office.   Let someone be Vanna White and open the drawers, and the doors, and introduce the viewer to the computers, printers, furniture and more as the camera sweeps the room.   If you read the serial numbers, or model numbers as you go and state the approximate value, you will have a comprehensive list of the assets you have – in case of fire or other disaster.   Once upon a time we would do  this yearly event using still shots that we had to print and then identify; it took hours.   Today it is a much quicker process using your smart phone or video camera. Download the videos into a file you create for just this purpose, and then save multiple copies on your home computer, your business computer, on-line, on disc, and in the Cloud.  Be sure to give a copy to others whom you trust, and you should be covered whether it’s Mother Nature, vandals, or fate that has caused the trouble.  You need a quick claims payment when d...

An Explosion! Fire! Panic! Run to Safety!  Where is safety?  When the fire department arrives occupants of the building watch in disbelief as life, as they knew it, is destroyed.  Shock!  Fear! Where to turn?  This kind of sudden and overwhelming crisis needs the help of professionals, help that can be found by Dialing 211.  Dial 211 if you are looking for help in other ways, too.   Not all crises begin with an explosion!  Sometimes they begin with quiet despair and grow.    211 is available in all 50 states, the District of Columbia, and Puerto Rico, and currently covers over 94.6% of the total US population.  Calling this number will result in assistance in reaching available resources, including:  Basic Needs – food, shelter, clothing, rent and utility assistance   Physical and Mental Health – Medical information lines, crisis intervention, support groups, counseling, dr...

The word is everywhere, from Bloomberg to Disney to Facebook; what is it? According to Economic Times, the metaverse is a collection or network of 3D virtual worlds designed to foster social interaction. Using advanced human-computer interaction hardware (e.g., Augmented Reality-Virtual Reality [AR-VR] headsets) and software, users can interact with each other in the metaverse through their digital avatars. It has been described as the future of the internet, a video game, and a bad version of Zoom. Clear as mud? It is as difficult to define now, as the internet was a few decades ago. (And still is.) Businesspeople envision a digital economy, where users can create, buy, and sell goods. Perhaps you will take new home or hotel tours, which will benefit the building and hospitality industries. To gamers, this is a space where they can compete and socialize with their friends. It’s a virtual reality world where goggle and full-face helmet wearers conquer their enemies through individual a...

You both could be threats to your employer due to hacking!  Cyber-attacks from (mostly) Russia have increased 800% since the fighting in Ukraine began.  It has been coming in all forms, and small businesses are increasingly vulnerable because many don’t have the financial resources to protect themselves.  However, we CAN do a better job guarding against the threats to our employers. It takes constant vigilance to remain aware, at all times, that our actions can hurt our companies.  Do not click on random ads, even if we think you recognize the name or the logo; they can be altered just slightly enough that they still LOOK like a normal logo, but are a copy, and a trap.  Check the name in the small print in the sender's email address– often it clearly gives a name that is not associated with the company they are misrepresenting.  Notify your employer immediately if your computer suddenly makes loud noises and a mechanical voice announces you have been hack...

That was long before it was politically incorrect to use the word Dumb. And it is a statement full of old-fashioned wisdom. It pays to understand what our weaknesses are; because by knowing, we can compensate for them. We also need to understand that as our lives evolve; what we’re “dumb” at changes.  When we are young and first entering the work force, what we’re dumb at may simply be a lack of experience. We haven’t “been there, done that” yet and what we expect may clash with reality. Working is generally a little tougher than school and the responsibilities are greater. You have been learning for the past 12 to 16 years of your life however, and continuing to learn on the job should not be a difficult transition. As we get a little older, we expect a lot of ourselves and yet we are insecure. We have a need to show how much we know and really hate to admit what we don’t know. We don’t want to look “dumb”. This is a time in our lives when we need to practice saying, "I’m not...

  Email is two-way communication – usually.   It is often an invitation, or a request, or even a compliment, but all these things deserve an answer. If a friend stopped you in the hallway at work and said, “You are just the person I wanted to see; Will you look up the agenda for the conference and sent it to Pete?”  Would you stand there and say nothing?  Would you simply walk away without acknowledging the request?  Of course, not; you would most likely say you’d be glad to do it.  AND you would probably even let them know when you had completed the task.  Too often that doesn’t happen when we are sending emails.  We see the request, we might even stop what we’re doing to comply, but it often happens that we are busy, or we are distracted by the next email that comes in, and we go on about our day, never acknowledging that we GOT the message, or that we did as we were asked. This phenomenon happens all the time.  It doesn’t matter if the...

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...

What is Empathy exactly and why is it important to our positions as agents in an answering service or call center?  Simply put, empathy is the ability to share in another’s emotions, thoughts, or feelings. In many situations it would be synonymous with the word sympathy, in either case for us, showing empathy or sympathy is aligning your words and actions to those of our caller. It means gentling your voice and showing by your tone that you are sad for them when they call about a death in the family.  It means sounding concerned when someone calls the doctor because their child is running a fever.  It means sharing urgency when the call is about water flooding in from a leak in the apartment above.  And it also means sounding happy when someone calls to say that they won’t be in to work because their wife just had a baby. If we had to describe empathy in only one word, it would be CARING. In this business we try to hire people who care about people right from t...

  In the last issue of the Constellation, we discussed saying “I’m sorry” inappropriately, or excessively, when it is not warranted.   In this issue we are going to talk about NOT saying “I’m sorry” when it IS or might be warranted.   We are discussing OUR industry now and saying “I’m sorry” prematurely can be detrimental to our company. The words “I’m sorry” are seen as an admission of guilt.   And knowing whether we did something incorrectly is not something we can know for sure until we are able to research the incident, whatever it is. In OUR industry (and many others) the appropriate thing to say when someone has a complaint is to show empathy and promise to do something about the problem.   We must be careful NOT to admit guilt because once a client or caller hears, “I’m sorry” they are hearing you admit to being the cause of a problem, and that initial feeling is the one that sticks, even if it is later proven that the service handled everything exactly a...

  The White Rabbit rushes through the classic book by C. S, Lewis, Through the Looking Glass, and worries about   being late.   "The hurrier I go the behinder I get", he says, and it has become a well-used lament for generations.   It’s a good reminder that we need to take our time for good results.   This is especially true when taking messages or overseeing employees in our industry. (Or probably any other.) Have you ever noticed that when you are rushing to take a message you seem to jump around unnecessarily in the message template?  Or that when you are talking with a client, you feel pressure to show how efficient you are, and end up leaving some critical piece of information out of your notes?  Or how about when you receive an email from your own supervisor and rush to answer it as though every nanosecond’s delay counted against you? Here is a good adage to remember.  The more critical a message of response is, the longer you should tak...

Do you apologize automatically? Even when it isn’t necessary?  Some of us say, “I’m sorry,” for things we shouldn’t be sorry about.  In our business saying you are sorry can come across as admitting guilt when wrongdoing has not been established. For instance, an angry caller explains that he left a message for George an hour ago, and he has not received a call back. Do you automatically begin by saying, “I’m sorry…”? That caller hears that you’re sorry and automatically believes that the reason George has not called him is because the answering service has done something wrong.  It is far more likely that George simply hasn’t had time to respond.  A study published in The European Journal of Social Psychology found that when people apologize excessively others see them as less competent, and less confident. If you are in a position of responsibility or authority “I’m sorry.” can be detrimental to your reputation, and your self-image. You feel worse about yoursel...