#1. Don’t stress! Keep some items at your desk to stay calm

The hardest aspect of being a customer service rep is having to deal with upset customers. A customer service rep’s job is to diffuse a situation so that they can take down the caller’s information to get the message into the right hands. However, when someone is yelling at you for circumstances beyond your control, it can be hard not to take it personally.

Keeping calm in these types of situations can sometimes feel impossible. Luckily, we’ve found 14 products to help you stay calm. Check out the list below broken down by noise level:

Quiet: These products are safe to use when the caller is on the phone.

• Stress Balls: Unless you’re throwing them, stress balls make no sound, so they’re great to use while you are on the phone! They come in many different colors, styles and levels of squishiness so you have a lot of options. This one is one of our favorites (but it might make you hungry).
• Zen Garden: These zen gardens are affordable, quiet, and great to use for both men and women. They even come in different sizes in case you don’t have a lot of desk space.
• Fitness Hand Gripper: Work on your hand strength and relieve stress all at the same time with these fitness hand grippers.
• Lava Lamps: Chill out with these vintage lava lamps that will send you straight back to the 60’s and make you forget all about that nasty caller.
• Baoding Balls: Much like stress balls, baoding balls are a great tool to use to when you’re feeling wound up. Simply maneuvering these balls around in your hand will help stimulate acupressure points, which in turn will help loosen muscles and promote better circulation.

Be Careful: These products should be used with caution when you have a live caller on the line.

• Fidget Toys: Stress relievers like fidget spinners or other fidget toys don’t make a ton of noise, but they’re also not totally silent so you’ll want to air on the side of caution when using them while speaking to a customer.
• Relaxation Fountain: This fountain is great for the days you wish you could be next to a real waterfall some place far away. Just don’t keep it right next to your phone or your callers will probably think you’re in a bathroom.
• Magnetic Sculptures: Whether you’re on a long phone call, a difficult phone call, or both, these magnetic sculptures can help relieve stress and keep you occupied (especially if you’ve been sitting on hold). However, try and keep the clinking to a minimum so as not to disrupt your phone call.
• Sound Machines: Listening to white noise like ocean waves and falling rain can help soothe your mind and keep you focused on the task at hand. As long as you keep the volume turned low, these sound machines are a great addition to any work space.
• Newton’s Cradle: Watching Newton’s Cradle swing back and forth will be able to relax any stressed out CSR. Just be careful not to have it right next to your phone as the clinging spheres will be sure to annoy your caller.

Only When You’re Not on the Phone: These products are super loud. Definitely don’t use them when someone is on the line.

• 3D Pin Art: Remember going to the doctor’s office as a kid and playing with 3D pin art? It was soothing, fun, and ultimately kept your mind off that needle you were coming to get (even though your mom said it wouldn’t hurt). Just be careful flipping the thing over as the pins will make a bit of noise when they drop.
• Desk Vacuum: Many people find that white noise and clean spaces is calming, which is why we recommend this cute little desk vacuum. However, you definitely shouldn’t use it while you (or your neighbors) are on the phone.
• Desktop Punching Bag: If cleaning doesn’t help calm you, maybe punching something will. This desktop punching bag is great for relieving stress, but just wait until you’re off the phone.
• Mini NEOGEO: Blow off some steam in between taking phone calls with this mini NEOGEO. Nothing beats stress more than beating your high score.

#2. Trouble remembering protocol? Phone numbers? Post It!

Forgetting stuff? There’s a post-it for that. Having the written reminder in front of you not only helps you in the moment, but looking at the reminder every day will help register the instructions in your mind. In addition to instructions for certain accounts, CSR’s can use their Post Its to help them remember things like:

• Important phone numbers: Supervisors’ names and phone numbers, HR contacts, and various extension lists are all important pieces of information to have readily available. Stick your Post It right to your phone or on the bottom of your monitor so you always have those numbers handy.
• Reminders to smile and breathe: Reminding yourself to smile and breathe is sometimes necessary. We all need a quick refresher here and there, especially when we are dealing with stressful situations.
• Transitional phrases: Knowing when to use transitional phrases when speaking with a customer can help keep the conversation moving in the right direction, and can eliminate any awkward pauses. You can also download and print out our poster here for a quick reference guide.

Some of our favorite Post It Notes include:

• Fruit: These Post It Notes shaped like fruit are cute and fun, but may make you hungry.
• Tetris: Turn your desk into a game of Tetris with these sticky notes!
• Cats: Animal lovers rejoice with these sticky notes shaped like cats.

And if you’re looking for a ready made custom sticky note for your own cubicle, check out the downloads below that are sure to ‘stick up’ for you when you need a smile. See the 5 sticky notes below and download the original vector (Adobe Illustrator) file here to make changes or print them up on your own!

#3. Make it cozy and comfortable

CSRs are going to spend 99% of their jobs in their cubicle or behind a desk, so it’s important to take the time to make your work space your own. Just like you jazz up your home to make it cozy, tricking out your cubicle is just as important. Just like the Spice Girls said – spice up your life!

Having pictures of family and friends is a must. Other decorations like plants or souvenirs from a favorite vacation can help a CSR channel their happy place. If your office is a bit chilly, keeping a warm fuzzy blanket around can also help. Believe it or not, when you smile while on the phone, your positive energy radiates through and can help create a successful interaction.

Here are some of our favorite desk decor:

• Desktop Planter Vase: This desktop planter vase is affordable, adorable, and will help liven up any dull work area.
• Picture Frames: Keep your loved ones close with these collage picture frames from Ikea!
• Motivational Signs: Sometimes we all need a reminder of how awesome we are. Etsy has a great collection of fun, customizable signs that may help give you that extra push.
• Desk Organizer: This organizer will help keep all of your pens, pencils and notepads organized in one place. It’s also gender neutral and goes with everything.
• Salt Lamp: Salt lamps are the best. Not only are they beautiful to look at, but they also give off a warm, calm vibe that will be sure to soothe your tired soul.
• Neck Massager: Who said you can’t get a massage at your job? You can use this neck massager right at your desk, and it even comes with a heat setting to help loosen up tight muscles.
• Foot Rest: Kick your feet up and relax with these foot rests, guaranteed to help alleviate any extra back pressure put on by stress. These foot rests come in different animal shapes, and even double as a storage unit.
• Heated Blanket: Working while you’re cold is the worst. You can’t concentrate, your muscles tighten up, and you basically just wish you were back in bed. This heated blanket will warm you up and make you feel nice and cozy.
• Oil Diffuser: Essential oils like lavender and vanilla have been known to help reduce stress and promote calmness, while other oils like peppermint and rosemary help create focus and concentration. An essential oil diffuser is a great addition to any stressful work environment, just be mindful of your neighbors. Aromatherapy for the win!
• Gel Seat Cushion: Protect your derrierre with the comfort of these gel seat cushions. You won’t mind sitting all day since you’ll basically be sitting on a cloud.

#4. Time zone map or area code list

As an operator, you’re answering for thousands of calls a day. One minute you could be answering calls from a business in Ohio and the next call could be from California. Having a time zone map readily available at your desk can help you determine what time zone callers are located in from a quick glance, which could help save you from saying “good morning” to a caller who has already eaten lunch.

For businesses that don’t want their customers to know they are outsourcing calls to an answering service, something as simple as saying “good morning” when they should be saying “good afternoon” can be the mistake that gives them away. Being knowledgeable about where customers are calling from can help a virtual receptionist blend into their environment to give off a more localized presence.

We’ve created a beautiful Time Zone map of the United States that you can feel free to use online, or print to use at work or at your own cubicle. The map shows the 6 time zones for the United States and is available to download in .PDF format, .JPG format, and .AI (vector) format. The 6 time zones are Hawaii (UTC -10:00), Alaska (UTC-09:00), Pacific (UTC-08:00), Mountain (UTC-07:00), Central (UTC-06:00), and Eastern (UTC-05:00).

#5. Written goals

Everyone is always working towards something. Whether you’re trying to save up to purchase that new car, or maybe you’d like to win employee of the month, setting goals can be a great motivator. People who give themselves short term and long term goals that are posted in a visible place will be more encouraged to continue working hard even when the going gets tough. Seeing these goals every day can give you something to work toward and, overall, will make you want to push harder. Plus, just like the pot of gold at the end of a rainbow, the reward at the end is always worth it!

Here are some recommendations for setting up a goal attributed work atmosphere:

• Goal Planners: Progress planners are great to use to not only keep yourself organized, but also to set daily, weekly, monthly and even yearly goals. When you’re able to write down and cross off goals as you attain them, you become more motivated to reach that next tier!
• White/Chalk Boards: Whether you’re working towards a personal goal or a group goal with your co-workers, using a white or chalk board is a great way for everyone to get involved. Through tally marks, stickers, or drawings, everyone can have fun while working towards their ultimate goals. This 3-in-1 white board can help you get the job done, or, depending on how big your goals are, this cute chalkboard easel.

The post Surviving In A Call Center: 5 Essential Hacks to Trick Out Your Cubicle appeared first on Specialty Answering Service.

13 Tips on How to Answer Your Business Phone Professionally

#1. Smile before you dial, and perk up when you pick up

Yes, you really can hear a smile through the phone. And callers will appreciate a receptionist with a buoyant personality. So, get to grinning!

#2. Breathe

Rushing to pick up a line will make it sound like you’re, well, rushing to pick up a line. So, pause for a quick second, and take a breath before you answer. And if you tend to take shallow breaths, it’s probably because you need to…

#3. Sit up straight

When you sit up straight, it properly aligns your abdominal muscles, diaphragm, rib cage and airway so that your body is ready to help you push out your words.

#4. Be prepared to take a message

That means 1) have your notepad handy, or open the computer’s notepad, and 2) if you’re writing, put a pen or pencil right by the phone so that you’ll have what you need right at your fingertips.

#5. Speak clearly

There’s nothing worse than a mumbler. Be sure that you enunciate when you speak so that people will understand you the first time.

#6. Speak at a reasonable volume

Don’t whisper and don’t blast someone’s ears out. This also applies to receptionists who are wearing headsets. Keep the microphone at an appropriate distance from your mouth, or the caller could wind up hearing a lot more than they bargained for.

#7. Know where the mute button is

We are only human, and there may be times when you can’t hold back a cough or a sneeze while you’re on the phone. In those cases, or if someone is making a bunch of racket in the background, it is imperative that you know where the mute button is. The last thing that you want is to “ah-choo” in the middle of a sentence or have the UPS driver drown out your conversation.

#8. Always put someone on hold if you need to confer with a colleague

In a similar fashion to the mute button, know where the hold button is. Every now and again, you’ll turn to your coworker to ask a question, and you don’t want the caller to hear your discourse. Use a simple phrase such as, “Let me see if I can find that out for you. Would you mind holding a moment?” And, always ask before you place someone on hold.

#9. Don’t chew gum

It’s simply bad form to chew gum while you’re on the phone. Not only will it get in the way of clear speech, but no one wants to be on the receiving end of chewing noises.

#10. Try not to yawn

If you’ve come in to work after pulling an all-nighter, chances are that you’ll be exhausted. Unless you’ve pumped yourself up with 3 triple-shot espressos and a case of Mountain Dew, yawning is bound to happen. So, if you can’t stop yourself from yawning, refer to #7.

#11. Don’t make background noise, such as tapping on the desk

If you’re the one making annoying background noise, putting yourself on mute isn’t going to cross your mind. Therefore, keep the fidgeting to a minimum, and give the caller the most professional experience possible.

#12. Know the answer phrase

This seems like a no-brainer. However, if you’re new to a workplace, especially one with a name that even Webster would struggle with, write out the answer phrase, include a little phonetics cheat sheet, and practice saying it out loud until it’s as easy as saying eggs and toast.

#13. Have a staff directory at your disposal

Just think of how awkward it would be for someone to ask for Mr. Kopfgeschlagen, and you’re sitting there thinking to yourself, I don’t even know how to say that name let alone figure out if he works here. That’s why you need a staff list in front of you. Be sure to highlight executives’ names, as people will likely ask for them more frequently.

The post 13 Tips to Answer the Phone At Your Business: A Receptionist’s Guide appeared first on Specialty Answering Service.

Spouse:                “Someone called for you while you were out.”

You:                       “Who was it?”

Spouse:                “I don’t know. Karen something or other.”

You:                       “What did she want?”

Spouse:                “It was about an appointment maybe, I can’t remember.”

You:                       “Well, did you get her number?”

Spouse:                “No, I forgot.”

And in a matter of seven sentences, your level of frustration has hit the ceiling. Now, imagine that you’re paying an assistant, receptionist, or answering service to take a message, and you get barely-there detail, inconsistencies, near-total uncertainty at who called, why, and how you can reach them. If you think you were upset with your loved one, just think about how much worse it would be when this hint of a message is botched on your dime. When you work in a high call volume environment or an extremely busy office where people are constantly coming and going, it can certainly be a challenge not only to answer the phone promptly and pleasantly, but also to document accurate and thorough message details in the midst of general chaos. Depending on what type of business you run, essential details will vary; however, if your goal is to take a perfect phone message at work (or at home), as a rule of thumb, most messages should adhere to the three “C’s.”

What are the 3 “C’s”?

#1. Clear

• If the message is handwritten, is it legible?
• Does it explain in obvious terms what the call was about?
• Does it provide a “next step,” e.g., placing a return call, looking into an account, emailing information, etc.?

#2. Concise

• Does the message get right to the point, or is it filled with unnecessary padding?
• Are sentences short and well-worded or long-winded and tedious to read?
• Does it provide you with only the facts that you need to respond accordingly?

#3. Correct

• Does the message contain proper spelling and grammar?
• Are names and numbers documented with 100% accuracy?
• After following up with the caller, are you able to confirm that the message details match why the individual says they contacted you?

So, what’s the best way to ensure that you are getting just the data that you need, no more and definitely not less? Take these two approaches:

1. Easy does it: If we’re strictly talking about a basic message taking service, most people opt for a simplified approach – Name, Number, and Reason. Reason may not even require details. It could be as easy as selecting from a list of topics, e.g., questions about sales, billing, customer service, technical support, etc.
2. Take it up a notch: For a more complex situation where you have your own 9 to 5 in-house receptionist, such as a legal or medical practice, additional information is typically warranted, e.g., have you been arrested, what have you been charged with, where were you when the incident took place, etc. Those guidelines must be discussed prior to any new person manning the phones. When case-specific or patient-specific facts are critical, there’s no room for error.

Because messages can be vastly different industry to industry, and everyone’s needs are different, we’ve put together a worksheet for evaluating a phone message. This can be utilized to measure your staff’s adherence to your requirements, or to post near the phone as a reminder of what is expected on every call. By building on what we’ve already created, you can easily set up a checklist for use in training new employees, evaluating call center staff when you’re outsourcing inbound calls, and giving temporary staff a helping hand. In that case, the more cheat sheets, the better. So, download the PDF, give a copy to your training team, distribute it to your front desk, and bring it up in the morning meeting. No matter how seasoned an employee, it never hurts to throw in a reminder every now and again.

If you’re feeling bold, take a copy home and tape it up by the phone. Your bad message days will soon be a thing of the past.

The post How to Take a Phone Message at Work appeared first on Specialty Answering Service.

Ingredient 1: Patience
Everyone has heard the expression, “Patience is a virtue.” Overused? Maybe. Applicable? Absolutely. You are going to be dealing with a bevy of customers all day long, and no two will be alike. Some will be as straightforward as tomato soup. They’ll be familiar and easy to manage. Others will be vague or confusing – a sort of mulligan stew, if you will. You won’t have any idea of what they’re all about or how to help them. So, when you’re up against the mulligan stews of the world, and you’re counting the seconds until your next tomato soup call, keep your cool. If you can feel yourself boiling over, instead of flipping your lid, just move it a smidge to let out some steam. Take a moment to deescalate your emotions. Once you’re back down to a simmer, you can address the issue at hand.

Ingredient 2: Empathy/Understanding
Empathy is the driving force behind human connection. It’s comfort food for the soul. So, when it seems as though an interaction is sinking faster than chicken and dumplings gone wrong, try to look at things from the customer’s angle. Listen intently, and make it a point to understand what they really need. When a customer is clearly upset, you’ll need to have some compassion. What if the same thing were happening to you? What if you’d been looking forward to the perfect bowl of chicken and dumplings all day, and then someone forgot to add the dumplings? Or maybe you paid for enough to fill a Dutch oven, but all they sent you was an 8 oz. mug? By envisioning yourself in the customer’s shoes, you will be able to quickly identify the root of the problem and resolve the situation to everyone’s satisfaction.

Ingredient 3: The Power of Positive Thinking
Upbeat personalities are like gazpacho – they’re bright, refreshing, and full of flavor. Whether communicating on the phone, via live chat, or through email, customers can always tell when they are speaking with or corresponding with someone pleasant. Wouldn’t you much rather present yourself as a cool and spirited cup of gazpacho than a heavy ladle of loaded baked potato? To keep things friendly, adjust your attitude, your tone of voice, and the tone of what you’re writing. Whatever the avenue of communication, positive language and an approachable demeanor will steer the conversation in the right direction.

Ingredient 4: Communication Skills (Verbal & Written)
Before beginning any job relating to awesome customer service, work on your communication skills, and learn how to deliver information in a simple, effective manner. For example, imagine if you were trying to impart a recipe for your grandma’s famous black bean soup, but you were so confusing that the recipe turned out more like refried beans. What good would that do the recipient? The goal of any verbal or written communication is to get your point across in the most direct way to ensure that everyone is on the same page, and the customer is receiving the assistance they need. That means developing a strategy for well-thought out conversation, and allowing that to guide everything you say or type.

Ingredient 5: Non-Complacency
You could do your job blindfolded, with one hand tied behind your back. You’re comfortable. Too comfortable. And after a while, that complacency can actually lead to a mediocre work ethic. Think lobster bisque, devoid of flavor. Hot and sour soup that’s neither hot, nor sour. Never stop considering which aspects of your position or your core knowledge you can improve upon. Always evaluate. For example, do you frequently find yourself repeating the same information to customers? That is a sure sign that you need to improve your telephone skills. Are customers usually happy when they hang up with you? If not, go back and dissect the conversation in your head to see where you could have used different language to produce a more positive resolution.

Ingredient 6: Adaptability
In many cases, customer interaction will go entirely according to plan – those run-of-the-mill phone conversations where you barely have to stray from your script. On the other hand, some calls will take a turn that may lead you outside of your area of expertise. When the recipe calls for shallots, but all you have is an onion. When the soup requires a roux, but you don’t know a roux from a mirepoix. Should that happen, and you can pretty much bet that it will, be prepared to roll with the punches. Rely on your training and intuition, and use the items at your disposal to get things to the desired end result, without compromising flavor or quality.

Ingredient 7: Problem Solving Skills
Anyone in customer service, and anyone who’s ever tried to make consommé, knows that these are not simple tasks. As a customer support representative, you are “the problem solver,” and no one ever said that your job would be easy. Problem solving requires ingenuity and adherence to four basic steps: identifying the problem, generating solutions, choosing the most appropriate solution based on the customer’s needs, and implementing said solution. Using your background knowledge in conjunction with the information that the customer provides, you’re bound to stir up an answer to any problem that comes across your plate. While the fix may not be exactly what the customer had in mind, you can feel confident knowing that you can handle anything they throw at you.

Ingredient 8: Professionalism
Visualize yourself the owner of the best French onion soup cart in the city. You are a soup genius, and you have quite a following. Then, one morning, your soup cart buddy makes a mistake resulting in soup that is neither French, nor onion. And the entire day is filled with unhappy customers. Well, in customer support, that’s not just one day – it’s every day. That’s why professionalism has special significance in a customer service position. Your ability to remain professional, even when the customer is screaming at you about an ill-fated bowl of soup, will positively portray the “customer first” mentality that is the hallmark of any stellar corporate support team.

Ingredient 9: Assertiveness
When you’ve suddenly become the customer’s punching bag, assertiveness is the tool that will quickly take you out of harm’s way, and reestablish the rules of polite conversation. In other words, stand your ground, and gently assert your expert knowledge of the situation. You know that New England clam chowder is white, and Manhattan clam chowder is red, and on this point, you cannot compromise. But, even if you don’t know clam chowder from clams casino, there will always be someone to whom you can escalate the call. Maintain a self-assured demeanor, and assert yourself with definitive language that will convey your point with ease.

Ingredient 10: Attentiveness
Cream of mushroom soup wouldn’t be very good without cream and mushrooms. And customer service wouldn’t be very good without an attentive customer support representative. Each and every interaction requires attention to detail, and lots of stirring. This means careful listening, accurate note taking, and proper responses to the customer on the other end of the phone call. Make yourself seem available and helpful by your tone of voice, how promptly you answer questions, and how efficiently you address the customer’s needs.

Ingredient 11: Time Management
“First call resolution” is a widely-known catch phrase in call center lingo. If the situation allows for it, it is of utmost importance to end each interaction with all issues resolved to the customer’s satisfaction. On the flip side, it is also important to get to as many calls as you can. That means that your focus shouldn’t be allocated to one customer. To make a long story short, while communicating and interacting with customers is important, strong time management skills will enable you to help as many people as possible, provide quick and concise solutions across the board, and still have a few minutes to spare to enjoy that ridiculously good butternut squash soup with your name on it.

Ingredient 12: Basic Computer Skills
Technology changes faster than a pot of chicken noodle soup soothes a cold. So, basic computer comprehension and the ability to learn new software is a major aspect of any customer service position. Filling out Excel sheets, writing emails, keeping up-to-date notes in whichever database your company uses – these are all tasks that you will be expected to perform on a daily basis. And depending on the company that you are working for, your computer skills may need to be developed beyond standard data entry. That being said, if you aren’t the most technologically savvy employee, take a few minutes out of every day to review the ins and outs of the software you use. Before you know it, you’ll be an expert.

Ingredient 13: Ability to Stay Calm, Cool, & Collected
Sometimes, customer support can be a messy job. The customer may be upset or angry at something entirely out of your control, like when you’re making wonton soup, and the filling boils out of the wrappers. Instead of becoming defensive or escalating your emotions, channel your inner yogi, and use a calm, assertive tone to defuse the situation. It would be great if you could please everyone all the time, but the odds are not in your favor. It’s your job to produce as many positive outcomes are possible. So, keep your emotions from clouding your judgment, like cloudy wonton broth, and get right down to the issue at hand.

Ingredient 14: General Organizational Skills
If you’ve ever made borscht, then you know that it’s a serious soup. There’s chopping, mincing, shredding, grating, slicing, and dicing, all for the love of beets. Keeping yourself on-task for that undertaking can’t be easy, which leads us to our next skill. You may be on a call while handling a live chat and sending an email, and the other line could be ringing in the background. The ability to multitask relies heavily on your organizational skills, and you’ll be expected to keep track of every call: whom you are speaking to, what needs to be done next, and which customers’ concerns require immediate attention. Don’t worry, though. As long as you’re organized, you can borscht your way through anything.

Ingredient 15: Being a Team Player
Customer service is almost always a team effort, working brilliantly together like the little meatballs and escarole in Italian wedding soup. You may share responsibilities equally, or each employee may have his or her own area of expertise. Whether you need assistance with an individual customer issue, or you’re brainstorming together to improve call center procedures for the entire group, your coworkers will need to rely on your presence and your input, just as you rely on theirs. Which brings us to our final point…

Ingredient 16: Dependability
As with most jobs, your performance affects the people around you and the company as a whole. Customers trust you to help them with everything from correcting an error on their account to walking them through the pros and cons of the various beef stews on the market. Be equal to the task, and you’ll swiftly prove yourself as invaluable an ingredient to your employer as Julia Child was to masterfully-crafted boeuf bourguignon.

Now that you’ve taken a tour of the most important ingredients to the best customer support in the universe, how does your customer service soup rate? Are you lacking something critical, like noodle-less chicken noodle soup? Or are you as fine-tuned as blue-ribbon turkey chili? Whatever you’re cooking, remember that your ability to excel at customer support is only as good as the ingredients that you’re using. Put the right components together in the right order, and you’ll be a master chef in no time.

The post Customer Service Soup: 16 Essential Ingredients for Amazing Customer Service Agents appeared first on Specialty Answering Service.

Tip 1: Elves have serious attention to detail.

You’ve gotta hand it to those Elves. They painstakingly craft millions of toys every year, and each one is more perfect than the last. Of course, Elves understand the importance of the big picture – having enough toys to go around. But they also know that it’s the little things (no pun intended) that make all the difference in any old toy that you could purchase at the mall vs. a carefully-honed item that was built with its recipient in mind.

Takeaway

Both big and small businesses alike need to have enough quantity to satisfy demand. But quality is what will ultimately sell your product and keep customers coming back year after year. The same goes for the answering service industry. Sure, you can answer calls faster than Elves can make a rocking horse; but it’s how you answer them that counts.

Tip 2: Elves take pride in their work.

Elves are happy people. They get to live with Santa and Mrs. Claus, and the Elfin Eatery is fully stocked with buttery cookies and hot cocoa. Who wouldn’t be happy? While that sounds magical, their sprightly outlook isn’t just about the company they keep or the awesome snack bar. Elves love what they do, and they take pride in it! Are there days when the mere sight of another tinker toy is enough to send them packing for Fiji? Probably. But all in all, they excel at toy manufacturing because they believe in the good they are doing.

Takeaway

No job is perfect, and customer service can be especially challenging during the holidays; however, every employee offers a valuable contribution to the people you serve. When the going gets tough, think about the positive impact you have on your customers.

Tip 3: Elves thrive on teamwork.

Any great business starts with exceptional leadership, and it doesn’t get much better than Santa. The jolly old elf himself has been running North Pole operations without a hitch for eons. So, he must know a thing or two about getting the job done. He relies on the Elves to work on their projects as a team, ensuring that each toy truck has wheels, sirens and a nice paint job, and each dolly has curlicue hair and that sweet, baby powder scent. When the day is done and everyone has whittled their last spinning top, they head to the Candy Cane Corral for free eggnog and some good old fashioned camaraderie.

Takeaway

To put it plainly, Santa is about as good without his Elves as a call center is without its agents! No man is an island. There is no I in TEAM. And here’s one more cliché for good measure: teamwork makes the dream work.

Well, what have you learned? We hope that this has been a quick refresher course in how to be the best customer service representative you can be. No matter what your industry, it never hurts to take a step back and reevaluate how you approach your job. Humans spend an average of 2,080 hours a year at work, so you may as well make the most of it!

The post The Top 3 Customer Service Tips We Can Learn from Santa’s Elves appeared first on Specialty Answering Service.

On no! Your four person department is now down to 3.

Not only are you short handed, the 6-fingered man left you with all of his open cases. You can’t leave them open until he gets back. You need to close them. This isn’t going to be a problem if Mr. +1 has properly documented his cases. If he didn’t, don’t go swimming off the Cliffs of Insanity just yet.

Notes in your CRM aren’t just for your enjoyment. The question you need to ask yourself is, “Can someone who isn’t familiar with this case understand my notes?” Customer service is not just about how friendly you are – it’s about handling issues fast. If you need a cipher to figure out what one of your colleagues wrote, cases will take longer to close. Customers will cry.

So, in the event that you get lost in the Fire Swamp on your way to work and meet an untimely demise at the jaws of an R.O.U.S., here are a 5 tips on how to start cases and how to document case notes to make things easy for your coworkers.

1. Keep it Clean: First, ensure that there are no Pending cases for this client.

• If no, start a new case.
• If yes, can you continue this issue in an existing case?

2. Short Subjects: Make sure the subject of the case reflects what it is about. Like “Refund Request” or “Refund. Issues with Cap”
3. Brief Descriptions: Stick to brief but clear descriptions. “Dread Pirate Roberts requests a refund.” or “Cap frayed after light use. Customer wants a refund not credit.”
4. Use The Same Shorthand: Have each customer service representative enter notes in the same format, for example:

• Reason – Client wants a refund for his face mask. It frayed.
• Action – Submit refund request to billing for full amount.
• Next – Reply to client once refund has been processed. Email them complimentary coupon for 50% next iocane powder purchase + ‘Giants Rock’ t-shirt.

5. Set Case Timers: Set a reminder to confirm that the client’s request has been completed in a suitable timeframe.

Case documentation in your CRM software doesn’t have to be complicated. Enter things as you wish, but simple and straightforward are best!

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