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Posted April 5, 2017
If you are going to help make your organization a World-Class Customer service organization, you must have a consistently great outlook. You must see opportunities where most do not. You must believe in the present and future. You must have charitable assumption of your Customers and confidence in your existing and future generation of employees. Too often, I come across people in management that have an extremely negative outlook on our world today, which tells me they and their businesses will be limited.
When You Sound Old You Become Old
Have you been guilty of criticizing the younger generation for not having the work ethic your generation had, or their poor people skills because of texting and social media, or complained about how bad our politicians are today? Have you vented over the unpredictability of the economy, how more businesses are in danger of going under, how negative people have become towards each other, or how scary the world is today with all the threats of terrorism?
Do You See Doom & Gloom?
The younger generation isn't going to make face-to-face interaction extinct. In the 60's, everyone predicted TV's were going to make that generation dumber. In the 70's & 80's, people complained that the only thing the young did was talk on their (house) phone 24/7 and watch MTV. The millennial generation has more skills, drive and resilience to adapt quicker and make significant changes than any other generation ever has.
Our world has faced far greater global threats, i.e. Hitler and the German army and their wreckage are unrivaled. Washington has a long trail of scandals and deceit. Internet and the digital disruption are not the devil to traditional businesses and brick & mortar. It is no different than the countless other revolutions that have come every 50 years. The only thing now is the revolutions are happening more rapidly, like every 15 years.
Choose Your Attitude
We are actually living in the best era ever; the amount of resources available to us is almost incomprehensible. Opportunities have never been more abundant, personally and professionally. The ones that will enjoy and benefit are the same ones that did 50 years ago and 150 years ago, the people with the most positive attitude who see the opportunities and make the most out of them. Maybe it is time to stop watching and reading headline news, take a Facebook sabbatical and feed your brain a steady diet of positivity on a regular basis. Your employees and Customers are depending on your attitude.
Does Smiling On The Phone Really Make A Difference?
In his blog post, Smiling On The Phone: Does It Really Work?, Adam Toporek asks, "If a smile widens on a phone call, and no one is there to see it, does it make a sound?" His research proves that smiles over the phone might not be seen, but they are most definitely heard. As Toporek shares, human beings can differentiate vocal intonation not only between a smile and a non-smile but also among different types of smile. Smiling affects how we speak, to the point that listeners can actually identify the type of smile based on sound alone. And since 84% of the message over a phone is your tone of voice, making sure that "smiling tone" comes through is imperative.
How Top Brands Create Engaging Experiences on Social Media
Dan Gingiss, social media expert and past speaker at the Secret Service Summit, has spent his entire career consistently focused on delighting customers through social media, customer service, marketing, and digital customer experience. Gingiss just released his new book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media.
Q - "How do u provide a world-class experience to your Customers when you are struggling yourself?"
A - "Whenever we are struggling personally or professionally, it is definitely one of the most difficult times to bring your "A" game to work. It is also the best time. If you want to feel better about yourself, make someone else's day. If you want to feel cheered up, cheer others up with your enthusiasm and positivity towards them. It certainly isn't easy, but it works. The day maker is always the one who feels the best afterwards. Your Customers are coming to you because they trust you, have hope that as a result of doing business with you, interacting with you, their state will be improved. Don't forget the Snow White story, Snow White can't pick and choose when she is having a bad day. When you are at work, you are on stage.Have a question for John DiJulius? Ask him your question on twitter @johndijulius.
John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America's #1 Customer Service Conference.