My day began well. I met a fantastic woman at a call center recognition event. She shared this great story which I humbly share with you.
Everyone kept telling me that I needed to be more confident, to be the expert for our customers. But the problem was I just wasn’t feeling confident. And I didn’t think of myself as an expert.
And then one day, my team leader gave me an opportunity to re-record my opening greeting. I decided this was my big chance to sound absolutely energetic, confident, and convey my expertise. I recorded it again and again until it sounded just right.
And then a miraculous thing happened. The customers heard that greeting . They began to greet me with comments like, “wow you sure sound cheerful for so early in the morning.” Or, “I am glad that I got the expert, I should be in good hands.” Well, after that I just had to stay cheerful, and began feeling more confident. And you know what, I had to be an expert. Turns out, I am one.
After thousands of calls, only once have I had a customer respond to this in a negative way. My customers are getting a great experience because I know I can deliver it. And now, here I am.
Have a Saturday Salutation to Share?
I am on the lookout for simple stories of small victories of the human spirit or good in the world. I am happy to relay your message, or to work with you on a guest post. Please contact me at firstname.lastname@example.org