The Communicator
Volume II, Issue 5
May, 2000

Editor: Debra Thompson - debra@tgassociates.com
Contributing Editors:
Bill Greif - billg@tgassociates.com
Shari Moore - info@tgassociates.com

TG & ASSOCIATES, LLC
P.O. Box 32601 * Tucson, AZ 85751-2601
Web Site: www.tgassociates.com
Phone: toll free 1-877-TGASSOC (877-842-7762) or 520-751-8922
Fax: 1-520-751-7515

In This Issue:

• Do You Really Listen?
• Tid-Bits
• 8 Stress Management Tips
• Make Recognizing Employees Part of Your Daily Routine
• Debra’s Schedule

Do You Really Listen? 

While managers profess to have open-door policies, some employees may be hesitant to approach the boss. In a new nationwide consumer survey, only 38% of working men and women report that their managers are very willing to listen to new ideas and suggestions for improvement.

"Good suggestions can come from all levels of the organization, and employees who interact regularly with clients or vendors can offer especially valuable feedback for improving products and services,” said Diane Domeyer, executive director of Office Team, a staffing service specializing in administrative positions.

You may be missing out on valuable information because your staff will not open up to you.  It may be that you promote the open door policy, but your actions relay that you don’t listen to what they are saying.  Your ego may be in the way, or you just don’t take the time to actively listen.  Where do you fall when it comes to the open door policy?

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TID-BITS  

Customers judge a company by the enthusiasm of its employees.

The secret to success is simple – Enjoy what you do.

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8 Stress Management Tips 

Tips for customer service people to reduce stress on the job by increasing their options and control.

1.      Know your options. Stress comes from the feeling that you don’t have control. To counter this, know your options for every situation that may occur.

2.      Don’t take it personally. If a customer gets angry at you or becomes verbally abusive, remember that this person’s emotions are directed at the product or service your are associated with, not with you.

3.      Network. Work with others around you and seek support. Have a backup team and a good rapport with your coworkers.

4.      Empathize with the customer. Next time a customer gets on your nerves, instead of feeling angry, change that into a feeling of empathy for the other person. It’s a choice you can make about the attitude you’ll have toward the customer.

5.      Ask what they want you to do. When you have an angry customer ask straight out, “What would you like me to do about this?” Most customers won’t make unreasonable demands, but by getting it out in the open you can start looking for a compromise.

6.      Make small talk. When dealing with difficult customers, learn how to engage in small talk while you are working on the problem.

7.      Praise the customer. Use positive comments every once in a while. If someone gives you a hard time, find something about their company or their work to compliment them about.

8.      Use the “Columbo” technique. Try to be non-threatening as you ask questions trying to solve a problem. Solicit your customers help in understanding their situation. This technique allows you to gain control over the conversation and thereby reduce the stress associated with it.

Highlights from Customer Care written by Marty Earhart, Global Gateway LLC.

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Make Recognizing Employees Part of Your Daily Routine 

Good managers remember to recognize and motive employees. Great mangers do it everyday. Here are some proven methods for making sure that praising employees becomes part of your daily routine:

¨      Make employees a part of your weekly “to do” list. Add the names of the people who report to you to your list of goals to accomplish. Then cross off names as you praise them.

¨      Use voice mail. Rather than using it only to assign tasks, leave employees voice mail messages praising them for a job well done. Do it from your cellular phone on the way home.

¨      Write notes at the end of the day. Keep a stack of note cards on your desk, where you can’t ignore them. At the end of the day, take a minute to write thank-you notes to any employee who made a difference that day.

¨      At the beginning of the day, put five coins in your pocket. During the day, each time you praise an employee, transfer a coin to your other pocket. It may sound corny, but once you get in the habit, you’ll start relying on tricks like this one.

 Adapted from Inc. magazine

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Deb’s Schedule March through May

         March 2 – 4: National Speaker’s Association Workshop
       San Francisco, CA

        March 8 – 9:  Safeguard Business Systems
Tempe, AZ
Speaking: Find, Hire & Keep Top Performers

        March 19 – 20: Consulting
Hammond, LA

        April 21:  PIP Regional Conference
Irvine, CA
Speaking: People Management – The Critical Skill & Finding, Hiring & Keeping Top Performers Is The Key to Your Success

        Arizona Small Business Association (ASBA)
Tucson, AZ
Speaking: Customer Service

If I'm heading your way and you would like to schedule your own presentation, team building session or consulting, click here to check out my "On The Road Fee Schedule." This schedule will be in effect for all areas followed by **. You can also call toll free 1-877-842-7762 or email debra@tgassociates.com and I will send you my "On The Road Fee Schedule" for your review. It's a great opportunity!

If you have anything you would like discussed in The Communicator or with Debra Thompson directly, feel free to contact her via e-mail at debra@tgassociates.com or call 520-751-8922.

The Communicator is intended to provide accurate information in regard to the subject matter covered. Advice received from here should be with the understanding that TG & Associates, LLC, is not engaged in rendering legal or other equivalent professional services. If legal advice or other professional assistance is required, the services of a competent professional person should be sought. TG & Associates, LLC, is not responsible for misrepresentation, misinterpretation, or misuse of the data contained in or derived from this system.

1999 Copyright - TG & Associates, LLC.
Bringing Systems & People Together for Profit
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