Its a chilly am here in Canada, (👉home of dear Santa)
Being this time of year, a friend of mine on linkedin reminded me of an article I shared there some time back (like 5 years ago!) They suggested I do so again, so I’m sharing it here too.
The article is a poem I shared with my team at work in a contact center during the Christmas season.
It was to add some humour to the hectic schedule and increased stress that was mounting due to the holidays and what our workloads were expected to undergo. It was also my way to illicit a smile and help people feel some good vibes, connection to each other, a little stress buster, laughter and joy. It was a way to connect with the power of words…and how they can have an impact in a positive way. I cared about everyone I was in contact with.. well it was a contact center🤣. Haha. Ok, so I laugh at my own jokes too.
I think back now and remember the not so happy life I was hiding…and how I had to leave it outside the office door
I believed in everyone around me..and saw a lack of humanity in front of me..when you are not allowed to “talk about that” at work and in business life. This felt so wrong to me and put fear instead of cheer. It was like telling people to become a machine, to do their part and then be on their way.. no real thank you’s or how are you’s. Do your work and nothing else. Sad really.
I personally defied this and treated the people around me as my family…. I cared and shared for that human connection was everything to me
I listened .. people need to be heard… and when you are in business (as well as in life) … It was always humans first to me
‼️What I don’t understand is how any business that wants the “WOW” factor, misses the “HOW” factor‼️
We all know people feeling of value are more happy and productive right❓DIGNITY
So by treating your people like humans and not servants..is the best solution to me‼️
I think 2020 has alerted many to this approach
What do you think❓
“When you make a call And are bewildered That Service before Sales Is all things delivered” #Opism ‼️A Call Center Christmas‼️ ‘Twas the night before Christmas, when all through the center Not a creature was stirring, not even a printer The headsets were hung by the cubicles with care In hopes that not many calls would be there Each manager was nestled all snug in their chair While visions of call volume made them each glare And I was alone with a 10 page report With too many columns for my brain to sort! When up on the reader board there displayed such a sight, I sprang from my office with all of my might Away to the display I flew like a flash Tripped over a phone cord and made a loud crash! And that's when I saw it, those numbers so high I looked at that reader board and started to cry And finally I shouted, "What's going on here?" High call volume for Christmas could be something to fear! Then I heard a strange noise that made me turn quick And there right before me was Jolly St. Nick! He said, "Worry not! I brought help for these calls And still we'll have time to deck all the halls!" And he whistled, and shouted, and rolled up his sleeves I was rubbing my eyes, I just couldn’t believe Then he opened his bag, which seemed rather full And out ran a phone rep towards each cubicle "Now Courtesy! Now Patience! Soft Skills and Listen Repeat the things that get customers attention To the end of the aisle, and on every call Now Dash away! Help away! Give it your all!" As each rep signed in, I saw the reader board frown And then the huge call volume finally went down I went back to my office and looked at the screen Saw service calls blinking from red to green So that's why the "Big Guy" had dropped by that eve It was just so amazing and hard to believe For the gifts he delivered had no whistles or bells But delivered such service and fantastic sales! And this gift creates new gifts to give out each day In the actions they take, and the things that they say And our customer's love them, it's what brings them back The happiest reps keep sales service on track! And then Santa waved, and he gave us a wink As only green lights were left on to blink But I heard him exclaim, as he walked out of sight "MERRY CHRISTMAS TO ALL, AND TO ALL A GOOD NIGHT” #PaulaG