You are a professional, and most likely have absolutely no idea how much power you actually have. When you sit inside of your cubical with a phone, you have the ability to call the CEO, and introduce an issue which will lead to a company change. Obviously, that's probably not a good idea. Best to go through the chain of command, but you have the ability. With that in mind, if you can do that, you can call anyone in the company, or walk and talk to anyone in your building. For that matter, you can call anyone in any company. You have a phone. You are in the center of everything which means there is absolutely no reason that any problem cannot be solved.
With that in mind, have a little pride. Even when you have to get up, and talk to a manager, you are the one who knows what the problem is because you were the one who came across it first. Speak clearly, and articulately with confidence. Remember, you're a professional, and you know what you're doing. Or at least you know what you're doing more than whoever you're talking to because you're the one with the knowledge.
It especially works with customers. If you just have air that you know what you're doing, they will listen to you. You can know everything in the world, but if you stutter, the customer will ask for a supervisor to get support from someone who knows what they're doing. But still, even with confidence, you should know what you're doing, so do your best to stay on top of things. But never feel inferior.
That said, I have a few suggestions. Don't get cocky or arrogant. You're not better or lesser than anyone else you work with. Just take note from someone pretty high up like a VP or something. If ever you're having a conversation with them, they look you straight in the eye, and include you. (Well, a good one does.) They don't look up at you, or down at you. To them you are an equal of sorts, and you're talking with them because you have something they need, or they have something that you need. You're part of the team.
Since I'm on this band wagon, I do have a request. There's been a trend lately where phone reps are taking ownership of other people and departments. "OK Ma'am, I'm going get you to MY Tech Support department..." "Hi Ma'am, I have MY Tech Support rep on the phone, and..." When the hell did this come into being? It's horrible. You don't own anything outside your cubical, especially people. If you say this, it doesn't make you sound important. It makes you sound pretentious. Your co-workers have names too. This is a personal pet peeve of mine, and it needs to die a cold withering death.
Another big one is when asking the customer to do something. "OK, I'm gonna have you..." Nope Nope Nope!!! Please and Thank you. "Will you please..." "Thank You." You're not going to "have" a customer do anything. They aren't a lap dog. So please don't take ownership of people, and order customers around like lap dogs. It makes you sound arrogant and pretentious. In my humble opinion of course.
Confidence: Show respect, and demand it as well. Thanks.
No comments:
Post a Comment