Been there. Done that. Got the T-Shirt.

Empathy is when you can relate to someone else because you’ve experienced and felt what they're feeling or going through before. For instance, we can all relate to being stressed out when something doesn’t go according to plan. You know, like traffic, NBA playoffs, or the finale to ‘Game of Thrones.’

Making empathy part of your customer service helps you:

• Understand where your customer is coming from and respond in a way that lets them know you get it.

• Focus on helping your customer the way you would want to be helped.

• Show the customer their feelings are heard and valid, ‘cause you’ve been there.

Diffuse a tense situation by using short, supportive statements like: “I understand this is stressful” or “This must be inconvenient.” Talk to your team about putting themselves in the shoes of your customers.

How has it changed your customer service?

Empathy Detective

Your mission for today, should you choose to accept it, is this: Spot-the-Emotion.

Here's how it works:

1. Make a list of common emotions your callers display: Frustration, Skepticism, Worry, Impatience, Relief, Confusion, Joy, Satisfaction…

2. Step 2: During the call, spot the emotion of the caller and check it off your list.

3. Step 3: Use this to reflect back your understanding of their situation. 

   For example: "I understand your concern and would be glad to help," "I appreciate your patience," or "You sound worried, let me see what we can do."

Get on it! This email will self-destruct in five seconds...

Memorial Day

Today we honor all those who served.

Thank you,
Team Ward Certified

Me, Myself, or I?

Participants often ask us about 'I' vs. 'We' when speaking with customers over the phone or via email.

Here's the rule of thumb:

1. If it's positive, use WE, which sounds collaborative. WE creates an image of fancy scientists standing around in lab coats with clipboards waiting to solve customer problems.

2. If it's negative, use I to demonstrate that YOU are taking responsibility.

For example:

• “I apologize for that. Here's what we can do.”

• “Let me look into this, so that we can get you better service quickly.”

• “We take pride in our response time. I will look into the situation right away.”

Smile, Breathe, and Rock on. We got this!

Happy Monday

Don’t think those two words go together? Sometimes with all the emails, meetings, and calls, the first day of the week can be overwhelming and certainly not happy.

Today, take a minute for yourself. Check out this smiling zebra, or look at some cute baby animals.

Did we help you smile, too?

Rock on, you got this!

Check your posture

Quick, check your shoulders! Are they crumpled and down? Is your back curled in?

Now straighten your back, sit up tall, and breathe.
Which feels more powerful?

Standing tall will make you feel more powerful and will help you look more confident, which will encourage your co-workers to treat you with more respect.

It’s a win–win. 

Strike a victory pose and have an awesome day!

Multigenerational Mix

We know now that Millennials make up the majority of the workforce. But what about the upcoming generation?

Your coworkers, team members, and employees are likely to be a part of Generation Z very soon. In their own words, those born between 1995-2000 are more diverse than any previous generation- and they are pushing the limits of identity.

Why do we care?

It’s important to learn about the other generations in the workplace. After all, lack of inter-generational cohesion is one of the leading business risk factors, according to the participants of this study.

What do we do?

Understand each other and adapt to our unique styles. If you’ve been in the workforce for a while, take a look at these tips. If you’re younger, you have to flex too! Check out these things you can learn from older generations.

Some of these lists might seem silly or simple, but they remind us to do something important: Respect each other.

What have you learned from a coworker in another generation?