 Dear
As you may know, 'Keep Calm & Carry On' was a slogan used during the second World War. It seems applicable today in our current period of uncertainty. Whether you have already been affected by the global uncertainty of the 'credit crunch' or; if you are worried about what may lie ahead, we have some tips and ideas to help you.
People keep asking us how the world of training is affected. We are proud that our clients are continuing to develop people during the tough times, which sends exactly the right reassuring message to staff -you are important to us and we need you if we are to be successful in the future.
There can be some good things that can come from a downturn, not least the eventual upturn that will occur! Tension forces us to think about priorities and choices much more carefully, to value what matters and to take responsibility for ourselves more than ever.
Until next time, keep calm & carry on...
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| 5 Ways to Control Worry & Anxiety |
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1. Distract yourself with something else. Make yourself postpone all worry until the activity is over. My personal choice is to go for a walk or bake cakes with my daughter. The space and distraction of the task gives me time to calm down from what may have been building into an overwhelming sense of panic. Once rational thought has resumed I can formulate an action plan to tackle it or decide it's out of my control.
2. Make a list of all the things you have to cut back or feel you are missing out on as a result of the recession. Then make a list of all the things you still have and that you still value, ensuring this is the bigger list. It will help to control any negativity and keep you focused on the positives.
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| The Call Centre Training Handbook.... |
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 Carolyn Blunt has contributed to the recently published Call Centre Training Handbook. Containing over 300 pages of practical guidance and advice, this thorough training manual shows you how to:
- Structure your training courses so they work for the particular issues facing your own business
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Analyse your call centre's staff skills and competencies to deliver maximum performance
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Motivate your call centre team to communicate and connect with the customer
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Ensure your operators deliver excellent customer service over the phone
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