What is the # 1 TRAIT WANTED IN AN EMPLOYEE BY AN EMPLOYER?

What is the # 1 TRAIT WANTED IN AN EMPLOYEE BY AN EMPLOYER?

One of the Golden Nuggets Customer Service tips, at our presentations is just that question.  “What’s the #1 Trait in employer wants in an Employee?”  And the audience answers are these and more… Honesty Friendliness Humor Attitude Be on time The list goes on, as you can imagine We surveyed several audiences recently and found the most important trait in an employee is…. Well, watch this short video on the #1 TRAIT wanted from an employee by Employer.

Read more

Why the word ‘CHANGE’ is so SCARY – And a suggested CHANGE to that.

Why the word ‘CHANGE’ is so SCARY – And a suggested CHANGE to that.

By Nancy Friedman, Customer Service Keynote Speaker; President, Telephone Doctor Customer Service Training DEFINITION: CHANGE; to make different Why is this word so scary to people? The word change is a scary word to some employees. It’s about as welcome as getting an electric shock. Mainly, I believe, it’s because when we hear the word ‘change’ we aren’t sure of what’s going to happen. * We’ll be making some ‘changes’ around here. * This company is going through some ‘changes.’ * Even ‘change’ management is scary. And when I tell my husband, “I’m changing the furniture in the family room” it creates havoc in our house. “Don’t change anything,” he says. Employees particularly get worried when they hear the word ‘change.’ What if you could make the word better? We can! Simply replace the word ‘change’ with a more positive, rewarding word – IMPROVEMENT! * We’ll be making some improvements in this department. * Our company is going through some improvement. * Dick, I’m going to make some improvements in the family room. Who would deny an improvement? Sound much less scary wouldn’t you say? Try it today. Insert ‘improvement’ when you want to use ‘change’ and see the difference. Thank you.

Read more

5 Frustrating Voice Mail/Cell Phone Phrases

By Nancy Friedman, Telephone Doctor®  Voice mail (business or cell) remains a large frustration in this busy business world. And it’s not just voice mail. The automated attendant is also on the list. In an effort to help reduce voice mail frustration, here are the five most frustrating phrases that your callers don’t want to hear. I’ll discuss the auto attendant in another blog. Here are the big 5 Most Frustrating Voice Mail phrases.  1. I’m not at my desk right now  DUH? That’s a hot lot of news. What a boring, semi useless statement. Live a little. Let your callers know where you ARE – not where you’re not. Tell them, “I AM in the office all this week” OR “I’m in a sales meeting till 3 pm.” Let them know if you do or don’t check messages. Let them know when you will be back.  2. Your call is very important to me  OMG. Really? A big time waster. The caller is thinking, “Well, if I’m so darn important, where the heck are you?” And then again, think about it. Maybe the call isn’t so important to you. You just don’t need this phrase. Semi useless  3. I’m

Read more

6 Cardinal Rules of Customer Service

By Nancy Friedman Telephone Doctor  There are a lot of ‘rules’ in customer service, but few more important than the six we’ve listed here. Each makes a valid statement and will increase the satisfaction of your clients.  Cardinal Rule #1 – Personal Responsibility/Accountability: Don’t Pass the Buck  In a recent survey, we found that “responsibility/accountability” is the number one characteristic employers want from their employees.  Oh, there are lots of characteristics they’d like; however, the one that rose to the top consistently was responsibility/accountability.  One of the most important attributes a team player can have is personal responsibility – personal accountability. Those that have it refuse to accuse, blame and complain.  Those that do accuse, blame and complain break one of the most important cardinal rules. “Who” statements accuse and blame. “Who took my stapler?” A more positive manner might be: “I seem to have misplaced my stapler; has anyone seen it?”  Remember to take full responsibility with the customer. The customer doesn’t like to hear accusing, blaming and complaining statements. They know when you’re passing the buck!  Cardinal Rule #2 – People Before Paperwork  When someone walks into your place of business or calls you while you’re working on

Read more

We Are Customers To Each Other

By Nancy Friedman, the Telephone Doctor  Everyone’s busy, stressed out and short of time.   Are we forgetting some people?   We usually remember to thank our customers. And we probably don’t have any trouble thanking family. However, there is a group of folks that are often left out of the “thank you” pile.  And that would be our co-workers.  Known as our INTERNAL customers. The folks we spend most of the day with side-by-side. The folks that are thought of as our ‘home away from home’ family.   Sure, we argue and disagree with co-workers just like our family. And that’s OK, because most of us have a family environment in our office. We understand that. It’s our office family.  Our word of the day is: WACTEO.   No need to look it up . . . we made it up. Here are the ground rules for WACTEO: We Are Customers To Each Other:  1.    Understand Your Role – Each employee should know the mission of their organization and the role they play. Those of us who are in a small department of a large company can often times miss the big picture. If you don’t know the mission of your company, ask

Read more