Articles by Laura Thurston

You are currently browsing Laura Thurston’s articles.

Reach Out and Touch Someone

July 21, 2011 in Customer Service by Laura Thurston | No comments

Client Interaction Over the Phone

Having good telephone skills helps build stronger relationships with everyone! Whether the call is incoming or outbound, the following can be applied to virtually every call. The way you handle your phone is as important as a face-to-face meeting. So take the time to go over some of these basics. Here are my favorites:

  • From beginning to end, show that you care about the person you are talking to. You don’t need to act overly excited about your phone conversation. Just have a positive attitude. It is contagious.
  • Even though you are on the phone, the other person can sense a smile from you.
  • Your tone and voice inflections will create an impression and help the person on the other end understand what you are telling them.
  • Say “Hello!” (or good morning, good afternoon, etc.) Have a warm greeting or opening. Welcome people into the conversation. Don’t make them feel as if they are an interruption.
  • It is not always easy to keep calm, especially if the customer is angry about something you have no control over. If a customer is complaining and angry, let them vent. Most likely they aren’t mad at you personally. Ask them questions to show that you care. Don’t add to their aggravation. You might ask them to repeat the problem just to make sure you understand. Be a good listener.

The most important strategy is to apply the golden rule: treat others as you wish to be treated!

Laura Thurston
CPO – Chief People Officer

Tags:

Empathy + Enthusiasm = GREAT Service

May 31, 2011 in Company Culture by Laura Thurston | No comments

Running this simple math equation when looking for great team members will almost certainly guarantee success! At GP these traits are a requirement for our Client Services Team members. Employees who are enthusiastic and high in empathy expect positive results every time they deal with a customer. Because we are high energy and are able to put ourselves in the customer’s shoes, we are highly successful when it comes to solving problems and pleasing the customer.

Most problems have a simple solution and it is emotion or circumstance that hinders a customer from seeing the way out. The GP staff is trained to be skilled at helping customers to effectively navigate problem resolution. What’s great about the team here at GP is that this enthusiasm and deep sense of understanding is infectious and inevitably spreads to customers. Add in a positive attitude and what you get is one who tends to look on the bright side of any circumstance. They aren’t idealists, they do face the brutal facts, but they don’t let adversity overwhelm them.

Laura Thurston
CPO – Chief People Officer

Tags:

Boosting Morale – Part Two

April 13, 2011 in Company Culture by Laura Thurston | No comments

Stop what you are doing right now. No, really. Take a few minutes, stand up and walk around your office. Do you see shoulders slouched? Hands on foreheads? The look of gloom on faces? These and many more are signs of stress at work.

This is the second in my series demonstrating the affordable and easy-to-implement solutions which are producing very positive results. A relaxed co-worker pays more attention to detail, is more productive and is less likely to crack under the pressure.

#2 – RESISTANCE BANDS

Implemented in December 2010
Cost to company: Less than $50
We provided GP employees with their own resistance band and showed them basic stretching exercises they can do right at their desks. They are encouraged to stretch multiple times during the day, or anytime they notice the tension creeping in. It is great to walk around and see the different colored bands stretching away the stress.

So go get some bands and help your staff relieve their stress!!!

Laura Thurston
CPO – Chief People Officer

Tags: ,

Boosting Morale – Part One

February 23, 2011 in Company Culture by Laura Thurston | No comments

Is your staff feeling the effects of today’s economy? Even if they are not showing the stress brought on by these tough times, it is safe to assume that the emotions and concerns are there. What can a company do to boost the morale of its workers yet have minimal or no cost to the company? Golden Pacific has found affordable and easy-to-implement solutions which are producing very positive results. A happy co-worker pays more attention to detail, is more productive and is less likely to crack under pressure.
This will be the first in a series of posts showcasing some of the ideas we have implemented here at Golden Pacific.

#1 – SLIPPERS

Implemented in December 2009
Cost to company: Less than $100
Yes, we gave our people an inexpensive pair of black slippers to keep at their work stations. Once they are at work, they are free to slip off their uncomfortable work shoes and slip into something fun and comfortable. If we have office visitors, they just slip back into their nice shoes and are ready for meetings, etc. It’s a simple idea that makes everyone feel cozy and special.

So get out there, get cozy, and get your “feet on”.

Laura Thurston
CPO – Chief People Officer

Tags: ,