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Throughout my years of leading customer service and technical support teams, I've picked up many tips and tricks and learned a lot of approaches to coaching and training agents in customer service and phone support. I often have put together a 'cheat sheet' for my support teams with some quick reference information on how to approach a customer interaction. For those in phone support, it's hugely beneficial to focus on these 6 areas of a customer interaction: 1:20 Smile 2:02 Answer 3:41 Gather 5:16 Ask 6:51 Listen 8:10 Wrap Up ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #customerservice #customersupport #phonesupport #support #helpdesk #leadership #management #business #career music credit: StreamBeats -- www.streambeats.com

As a leader, the majority of people I have led have been Gen Y "Millennials" or Gen Z "Zoomers" - these younger professionals may enter the workplace with certain expectations or preconceived notions, and their leaders may have certain expectations or preconceived notions about them. Whenever you're dealing with multi-generational teams, it's important to keep generational perspectives in mind and understand how they may approach their education and career. Tips for Managing Millennials: -make teamwork a part of your culture -take advantage of their electronic comfort and possible literacy -focus on results -embrace diversity and flexibility ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #leadership #management #business #millennials #workplace #culture #generational music credit: StreamBeats -- www.streambeats.com

If you're beginning a career or searching for a part-time job as you work through school, you should strongly consider customer service jobs - regardless of what your future career path may be. ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #leadership #management #customerservice #business #career music credit: StreamBeats -- www.streambeats.com

Perceived Expectations and Hyper Awareness breed Anxiety Whenever I talk about my experiences leading Millennials and Zoomers (specifically those born between the late 80s and early 2010s), the question of anxiety and hyper emotional/mental health awareness is right around the corner. Generations Y and Z are the most aware generations so far. Leaders need to be careful to not fall into the trap of mistaking awareness for laziness, and realize that Boomers and Gen Xers have more in common with Millennials and Zoomers than they may realize. Tips for Managing Millennials: -make teamwork a part of your culture -take advantage of their electronic comfort and possible literacy -focus on results -embrace diversity and flexability ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #leadership #management #business #millenials #anxiety #stress #depression #awareness music credit: StreamBeats -- www.streambeats.com

Many organizations are currently wrestling with the decision - and pushback - of bringing workers who were remote back into the office. While there are many positions which work better in-office, there are many which are completely functional working remote. The largest battle facing companies is not a generational battle of "young professionals" vs "old school ways", not is it as simple as working from home vs working remote. Rather, it's a battle of company culture and the definition of "perks" in a perk-free landscape. ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #leadership #management #workfromhome #business #culture music credit: StreamBeats -- www.streambeats.com

Many who are leaders or in a mentorship role struggle with finding the balance of pushing people to be their best while maintaining a good work environment without burning out or putting too much pressure on employees. If you're involved in onboarding employees either as a manager or mentor, make sure you lay your foundations early on to fight toxicity and burnout later. ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #leadership #management #mentorship #onboarding #training #business #relationship #relationalleadership music credit: StreamBeats -- www.streambeats.com

Learn 3 simple ways to solve the most common website issues in less than 10 minutes ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #techtips #protip #website #browser #issues #it #computer #customerservice music credit: StreamBeats -- www.streambeats.com

Having an understanding of personality types and how different personalities react is incredibly valuable for leaders. Knowing your personality type and the personality types on your team will better help you communicate, react, coach, develop, and intervene. Being able to identify the personality types of those around you - coworkers, friends, or family - can help you build stronger relationships. helpful related resources: crystalknows.com myersbriggs.org discprofile.com gallup.com/cliftonstrengths - StrengthsFinder high5test.com - StrengthsFinder Alternative eclecticenergies.com/enneagram/test - free Enneagram test synergisticsystems.com - Predictive Index Consulting quizexpo.com/wpqpersonality/harry-potter-house-quiz - Harry Potter House Quiz ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #leadership #business #relationship #personality #personalitytypes #myersbriggs #disc #enneagram music credit: StreamBeats -- www.streambeats.com

By not understanding and respecting the intake process of any department, you will likely burn out and drive away some of your best - and most helpful - coworkers. This is one of the biggest issues facing companies of all sizes, and not just in the IT department - when you don't have a defined process, and those who interact with your department/area of business don't understand or respect those processes, the work suffers. Many employees get burnt out because they "bend the process" for one, two, then every incoming request and instead of standing up for and teaching the process, they find out too late why the processes exist. If you work at a company with an IT department, you're likely familiar with dealing with "the help desk" in one way or another. I have taught, coached, and managed IT workers on how to handle customers for years, but another thing I like to do is teach customers - and end users - how best to interact with your IT department and what you can do to not drive your IT people crazy. When taking about the department intake process, if you don't try to understand and respect this, you will most assuredly burn out and drive away your IT workers. ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #customerservice #customer #technology #business #process #it #helpdesk #servicedesk #employees #coworkers #procedure music credit: StreamBeats -- www.streambeats.com

Customer Service Rules - for when YOU are the customer Customer Service Rules - for when you are HELPING the customer Customer Service is extremely important in any organization, any industry. Whether you are a front-line customer service staff, a warehouse worker, or sitting at a desk, you will either HAVE a customer or BE a customer at some point. As a customer, there are rules you should adhere to if you want good service, just as there are rules for when you are helping a customer. Check out these 15 Customer Service Rules to help you on BOTH sides of customer service ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #customerservice #customer #business #helpdesk #servicedesk music credit: StreamBeats -- www.streambeats.com

If you work at a company with an IT department, you're likely familiar with dealing with "the help desk" in one way or another. I have taught, coached, and managed IT workers on how to handle customers for years, but another thing I like to do is teach customers - and end users - how best to interact with your IT department and what you can do to NOT drive your IT people crazy. music credit: StreamBeats

If you want to be a decent human being and a good customer, you should fill out the survey every time you receive one - positive or negative, but mostly positive. ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #survey #feedback #business #customerservice

If you work at a company with an IT department, you're likely familiar with dealing with "the help desk" in one way or another. I have taught, coached, and managed IT workers on how to handle customers for years, but another thing I like to do is teach customers - and end users - how best to interact with your IT department and what you can do to NOT drive your IT people crazy. ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #customerservice #customer #technology #business #process #leadership #jargon

If you work at a company with an IT department, you're likely familiar with dealing with IT in one way or another. I have taught, coached, and managed IT workers on how to handle customers for years, but another thing I like to do is teach customers - and end users - how best to interact with your IT department and what you can do to NOT drive your IT people crazy. ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #process #business #leadership #customerservice #technology #IT

If you work at a company with an IT department, you're likely familiar with dealing with "the help desk" in one way or another. I have taught, coached, and managed IT workers on how to handle customers for years, but another thing I like to do is teach customers - and end users - how best to interact with your IT department and what you can do to NOT drive your IT people crazy. In this video: 1. In you have a tech issue, report it 2. Providing good information 3. Don't wait

The Goldflower Trampoline Sprinkler is an unnecessary trampoline add-on that somehow makes me wonder why they aren't making trampoline nets or net frames with sprinklers built in already? That would be an amazing idea! Trampolines and sprinklers are one of summer's greatest pairings for my kids, so why not combine them? In this video, I (attempt to) install the Goldflower Trampoline Sprinkler on our trampoline, I learn a few things, and I give some perspective and thoughts on this unnecessary (but totally necessary) summer fun add-on.

An expandable garden hose is one of the must-have items as a homeowner. They're easy to carry, flexible, and are much easier to store than your typical garden hose. Check it out!

"Many policies are organizational scar tissue - codified over-reactions to situations that are unlikely to happen again." When creating a new policy, process, or procedure, be careful not to create a collective punishment for the misdeeds of an individual. Don't let the dogma of bad practices get in the way of your gut and what you should do. ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #policies #procedures #reactions #process #business #leadership

When you hear the term "selfie stick" one image typically comes to mind - a group of inconsiderate and oblivious people crowding into someone swinging a phone around at the end of a metal pole trying to get "a good shot" for social media. Selfie sticks might feel like an outdated or fading concept if you don't need to take pictures with groups of friends, but there are plenty of reasons to purchase a Selfie Stick in the 2020s that you might not have thought of. Let's take a look at 3 different "selfie sticks" and explore the merits of each. In this video: Smatree SmaPole Q3 Telescoping Selfie Stick (purchased 2017) - amazon.com/gp/product/B00XN1P9QI Kamisafe Selfie Stick 51 inch Tripod (purchased 2019) - no longer on Amazon, but similar products available Kamisafe Selfie Stick 45 inch Tripod (purchased 2021) - amazon.com/gp/product/B086JNMDLR

There is a lot of times we are putting together a job posting for a position we're hiring for - and we're not quite sure how to write it, so we wing it. And what we do is inadvertently, we create a job description that looks like a trap. ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/company/zhem facebook.com/communiZate ------------------------------- #hiring #recruitment #jobseeker #jobhunting #hiring

Level up your job hunt - Hunt Smarter Watch out for 'scam job posts', be conscious about the positions for which you are applying, and level up your LinkedIn profile #jobseeking #jobhunt #hiring #recruitment

Many job postings / job descriptions tend to pour in a long list of "required" skills. This is a blessing and a curse to job seekers. On one hand, you can see what is - and might eventually be - required/expected of you in the role. On the other hand, this list of requirements might scare you away from submitting an application because you don't deem yourself enough of an expert in what they need. ------------------------------- |communicate |relate |innovate |create |connect linkedin.com/in/michaeljmandeville facebook.com/communiZate ------------------------------- #jobhunting #jobseekers #recruitment #jobpostings #hiring #jobsearch #jobdescription

As a leader, who is your customer? What is your product? What do you do? How do you do it? Why do you do it? Understanding and re-framing perspective on the role of a leader or manager can help you approach your employees in more effective ways.

I have been assisting people with buying a computer and what to look for in a laptop for nearly 2 decades. For many years, I have used a single rule of thumb for what you should be looking for in a laptop, and it's still as true now as it was 15 years ago. You may be passionate about Linux, but this isn't a video for you. This is a video for people who are looking for a laptop that don't need the biggest, best, or most technical. And this is a video to help you explain to others how to shop for a laptop.

One of the best ways to foster employee engagement is to be an engaged leader. We can't expect our employees to remain engaged if we aren't engaged with them. Placing the person - the human - at the center of your leadership style and leading with empathy is a good way to make sure you stay engaged with your employees and remember the person behind the performance.