offiahprecious

The many beautiful things of life


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The Emotionally Intelligent Customer Service Officer

The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges-rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management those challenges can threaten how we relate to customers as people. In our embrace of data points—armed with our head-down, hurdle-jumping mindset – we can turn our noble cause into an awful lot of work….George Jacob 

Emotional intelligence is the ability to sense, understand and effectively apply the power and acumen of your emotions and the emotions of others in order to facilitate higher levels of collaboration and productivity.

As a Customer Service Professional you would have at some point, encountered irritated, angry and even irrational customers; however, tuning into customers’ emotional needs is a prerequisite for achieving customer engagement and satisfaction. This is absolutely important because engaged customers are the ones that stick around for years. They bring in new business with their ebullient recommendations, ultimately boosting organization’s profit margin, share price, and ROI. Customers’ emotions aren’t one-size-fits all and in order to figure out what each customer wants, front-line officers must have tools that help them maximize their own emotional intelligence.

There are five dimensions of emotional intelligence: self-awareness, self-regulation, motivation, empathy and social skills.

  • Self-Awareness – the ability to recognize and understand your moods, emotions and drives, as well as their effect on others. Accurate assessment of who you are.
  • Self-Regulation – the ability to control or redirect disruptive impulses and moods, and the propensity to suspend judgment to think before acting. Being conscientious.
  • Motivation – a passion to work for reasons that go beyond money or status and a propensity to pursue goals with energy, drive, passion, and persistence.
  • Empathy – the ability to understand the emotional makeup of other people.
  • Social Skills – a proficiency in managing relationships and building networks.

It is easy to see the connection between EQ (Emotional quotient) and Customer service. When your staff is better equipped to understand their own emotions, they can more effectively temper their reactions to deal with the issues of the customer.

Likewise, being able to better understand customers’ emotions will help Customer Service Professionals see through the clouds of reaction and approach each customers problem more clearly.

Customer Contact Officers must remember at all times that customers today aren’t just guided by traditional market drivers, but are equally influenced by emotional experiences with a brand. If Customer Service Officers are upbeat and empathetic to their customers, there’s improved customer engagement. Engaged customers will not only boost profit margins, but bring business for years to come.

Ultimately, the essence of customer service is empathy, our job is to help them, so they will come back again. If we can show more value, treat them kindly, and make their lives easier, then we’re giving them reasons to come back. Customers are people, with needs to satisfy and problems to solve.

Customer service is an attitude not a department. It is the onus of every staff of a corporate body to be customer centric, after-all we are in business and it’s because of our customers.

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DO MEN LOVE

♥Does it only baffles me how in a minute he is all over you

He’s calling,

He’s texting,

He’s visiting, and always wanting to be just by your side

…..then boom he wants to disappear♥.

Is there something we do as women unconsciously that push our men away?

Are men just plain irresponsible?

♥Do we really come from different planet (Venus – Mars) and as such can’t co-habit?

The big question is….what do men really look out for in relationships?

 

 


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My journey to the naturals

Woke up with the need to have a different look as NYSC was coming to an end.

I colored my tips wine red, yet, I wasn’t satisfied so I thought to myself “why not cut it all off and start from bottom up, but……..I couldn’t get myself to loosing all my very nourished hair of so many years, so I decided to take it one month after the other.

image

When it was time to visit the salon and apply relaxer, I washed it instead and h*ll yes, I felt crazy.

Anyways it’s been 10 months down the line and this is what I have to show for it….A very spongy full blown African woman hair.

Kudos to muah. The journey has just begun.

I will trim off the tips as I progress with my growth.

Voila!


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MY MOTHER

How you swung me in that cradle

Singing lullaby to make me sleep

Oh! So gentle I lay in your arms enjoying the warmth and security therein

So much care you gave and made me grow so healthy and strong

Even nights when I kept up you tendered to all my needs and beamed with smiles

For all those many times you held my tiny hands and laugh just looking at me flutter my tiny legs

So much joy you felt thye day I took my very first step said my first word

Thank you mom for love so pure

Cares and attention undivided, advice that kept me straight.

…Prayers that kept me safe.

Thank you mom for all you are and all you always will be.

I love you

Happy birthday Maiworld!


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The Emotionally Intelligent Customer Service Officer

The mechanisms of business can be overwhelming. Even the simplest problems can splinter into energy-sapping challenges-rife with internal hurdles like politics, communication problems, or lack of support. In customer experience management those challenges can threaten how we relate to customers as people. In our embrace of data points -armed with our head-down, hurdle-jumping mindset – we can turn our noble cause into an awful lot of work – George Jacob 

Emotional intelligence is the ability to sense, understand and effectively apply the power and acumen of your emotions and the emotions of others in order to facilitate higher levels of collaboration and productivity.

As a customer service professional you would have at some point, encountered irritated, angry and even irrational customers; however, tuning into customers’ emotional needs is a prerequisite for achieving customer engagement and satisfaction. This is important because engaged customers are the ones that stick around for years. They bring in new business with their ebullient recommendations, ultimately boosting organization’s profit margin, share price, and ROI. Customers’ emotions aren’t one-size-fits all. In order to figure out what each customer wants, front-line officers must have tools that help them maximize their own emotional intelligence.

There are five dimensions of emotional intelligence: self-awareness, self-regulation, motivation, empathy and social skills.

  • Self-Awareness – the ability to recognize and understand your moods, emotions and drives, as well as their effect on others. Accurate assessment of who you are.
  • Self-Regulation – the ability to control or redirect disruptive impulses and moods, and the propensity to suspend judgment to think before acting. Being conscientious.
  • Motivation – a passion to work for reasons that go beyond money or status and a propensity to pursue goals with energy, drive, passion, and persistence.
  • Empathy – the ability to understand the emotional makeup of other people.
  • Social Skills – a proficiency in managing relationships and building networks.

It’s easy to see the connection between EQ and customer service. When your staff is better equipped to understand their own emotions, they can more effectively temper their reactions to deal with the issues of the customer.

Likewise, being able to better understand customers’ emotions will help them see through the clouds of reaction and approach each problem more clearly.

Contact centers must remember that customers today aren’t just guided by traditional market drivers, but are equally influenced by emotional experiences with a brand. If customer service officers are upbeat and empathetic to their customers, there’s improved customer engagement. Engaged customers will not only boost profit margins, but bring business for years to come.

Ultimately, the essence of customer service is empathy, our job is to help them, and so they will come back again. If we can show more value, treat them kindly, and make their lives easier, then we’re giving them reasons to come back. Customers are people, with needs to satisfy and problems to solve.

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Mentorship

photo credit : lifepalette.com

For most of my adult life I’d wanted a mentor but didn’t know how to find one. It wasn’t until five months ago sitting in a cafe with a friend over a cup of coconut ice cream which by the way is my favorite that it dawned on me.

Finding career mentors may actually be easier than you think, but asking someone you don’t know to be your mentor can be intimidating. A lot of factors contribute to it.

We have been together for most of that sunny Saturday and she had listened to me whine and whine over and again. Little girl as she fondly calls me, I think you have been getting this all wrong from the start.

There are certain things you should put into consideration before setting out to look for /contacting a prospective mentor. Questions you should ask and answer.

Here are a few:

  • What kind of mentor do you want, in what areas of life do you need mentorship – career, personal, or business?
  • What are your specific expectations and the role you want a mentor to play for instance, in your career?
  • Do you want someone who can help your stalled networking attempts, assist you in learning more about a certain industry or provide guidance on how to be a successful entrepreneur?

Clarifying your expectations, goals and objectives will ensure that you find the right mentors and that the relationships benefit your professional goals.

  • Think outside the cubicle and don’t restrict yourself.
  • Set up a meeting.
  • Be clear with a mentorOnce you’ve found someone who agrees to be your mentor, make sure you share the same commitment to your expectations.
  • Overcome your jitters, mentors don’t bite.

After an evening of tête-à-tête I left with a better understanding and knew it was time to put pen to paper.