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AGENT OF THE MONTH REACHING YOUR GOALS BILL NYE & KEN HAM DEBATE: ARE YOU PREPARED TO GIVE AN ANSWER? FOCUS ON SERVICE THE BEST AND WORST SERVICE
March 2014
MARCH 2 0 T H is the FIRST DAY O F SPRING -2-
writers: carl townsend dean pruitt lloyd macwhorter jr. designer: andrea lewis editor: josh shea
the best and wrost service 4 employee of the month 5 goals 6 are you prepared to give an answer? 8 focus on service 14 Recipe of the month 19 crossword and wordsearch 20
Reach Your GOALS featured
THE GREAT DEBATE
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The Best and Worst Service by Carl Townsend
Computer errors set us back and make customers angry! That is why it is so important to get the order right so we never create a customer service problem for someone else to have to correct. Customers get angry over something that the customer service agent had nothing to do with but the customer has to vent somewhere. How do you keep your customers happy? You take care of their problem. A successful customer service agent helps the disgruntled customer solve their problems. Most of the issues that we get are about: • • • • •
an undelivered product an incorrect product wrong billing a broken product a customer who didn’t receive a phone call
Remember, the customer just wants their problem taken care of! Defuse the situation. How do you do that? Be nice, courteous and accommodating. If you can’t provide an answer tell them that you will have someone get back with them right away. Capture the appropriate information and take it your supervisor. If they have to call back, it will only make matters worse and the customer more irritable. Nothing can be more reassuring to customer than getting their problem solved. Customer service is critical to our success!
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ISA ’s A
gent of the Month
Congratulations to Kristina Sweeney, our agent of the month! Kristina lives in Evington, and is proud mother of three girls; Jade, 13, Lyza, 4, and Nora, 2. She has been with Inservice America since July 2013. She is trained in most of our Inbound clients, ani’s, voicemail and data entry. Kristina is to be commended for her outstanding efforts as an inbound agent and the way she balances her time with family and work. She is always willing to stay over and assist with high call volume and come in on her days off when call volume is high. Thank you Kristina for all your hard work and dedication. Thank you Kristina for all you do for ISA.
GOALS
by Carl Townsend Jesus knew how to appeal to the entrepreneurial spirit of the apostles. The most successful entrepreneurism is when you’re motivated by attaining fulfillment through accomplishment or achievement. When there is no goal, or nothing to reach for then your job is boring and there is no spirit to strive. Like any other successful men, the apostles were driven by the vision of Jesus. They were attracted to his causes. Jesus had an agenda and he told everyone about his agenda. Their vision was centered on fulfilling needs. The end result brought recognition that the accomplishment had been achieved. It created a personal fulfillment. They were so motivated that they were willing to lay down their own lives for the vision of Jesus. The same was true for the disciples. They had victory in spite of adversity. They had a purpose to fulfill. Goals are a critical component of our lives. We must be motivated by the vision that we are trying to accomplish. Goals need to be clear and understandable. Goals must be able to be easily measured for success or failure. You will not have self satisfaction in your work without goals.
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REACH YOUR GOALS
Are You Prepared to
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Give an Answer?
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by Dean Pruitt
ave you ever locked up into a petrified state after being put on the spot because you did not know what to say? Perhaps you may remember the hours of preparation you went through in debate class in school or maybe you just had a knack for debating. You found you had a natural talent to go at it with your friends and family. Whatever you remember in your past, the talent to debate with someone over a certain subject was not as important as the truth of the subject itself and your knowledge of that truth. The Bible commands us in 1 Peter 3:15-16 (NIV) “…Always be prepared to give an answer to everyone who asks you to give the reason for the hope that you have. But do this with gentleness and respect, keeping a clear conscience, so that those who speak maliciously against your good behavior in Christ may be ashamed of their slander.” In a recent simulcast debate with Ken Ham and Bill Nye the Science Guy at the Creation Museum in Northern Kentucky, two men confident in their field of expertise debated two radically different beliefs that were intended to answer the question, “Is Creation a viable model of origins in today’s modern scientific era?” Ken Ham spoke for creation and Bill Nye opposed. Both men faced off with five minutes each to give a brief synopsis of what they understood and then each was given an additional 30 minutes to elaborate on their beliefs. The debate then finished off with about an hour of Q&A from the audience. Both men were complete gentlemen, cordial yet spirited toward one another throughout the entire debate, but neither would budge on what they believed. At the beginning of the debate
it was apparent by the reactions of the audience applause that they too seemed to be set in their beliefs. However, by the end of the debate, there was a clear majority that was siding with one of these two men. Take time to check it out for yourself…you can catch the debate on YouTube at: bit.ly/1p2W2D8 Here’s a little more about these two. According to BillNye.com, Bill Nye, scientist, engineer, comedian, author, and inventor, is a man with a mission: to help foster a scientifically literate society, to help people everywhere understand and appreciate the science that makes our world work. Making science entertaining and accessible is something Bill has been doing most of his life. Bill, the inventor, has two patents on educational products – a magnifier made of water and an abacus that does arithmetic like a computer. An occasional athlete, Bill has a patent pending on a device to helps people learn to throw a baseball better. His next patent is an improved toe shoe for ballerinas. America’s favorite stand-up scientist hasn’t changed much from that kid growing up in Washington, DC. He still rides his bike to work. He’ll pull out his Periodic Table of the Elements or his Map of Human Skin Tone from his wallet or show them to you -10-
on his phone display. Bill Nye is a graduate of Cornell with a Bachelors of Science degree in Mechanical Engineering. He holds three honorary doctorate degrees from Rensselaer Polytechnic Institute, Goucher College, and Johns Hopkins. He has delivered commencement addresses at the University of California Santa Barbara, RPI, Goucher, Hopkins, Harvey Mudd College, and Caltech. Bill is currently the Executive Director of The Planetary Society, the world’s large space interest organization. Bill Nye the Science Guy is obviously most well-known from many TV appearances and shows, but many of us would simply recognize him best by his iconic bow tie. According to Ken Ham’s website, www. answersingenesis.org he is the president/CEO and founder of Answers in Genesis-U.S. and the highly acclaimed Creation Museum. Ken is one of the most in-demand Christian speakers in North America. Ham, a native Australian, now resides near Cincinnati, Ohio. He is the author of numerous books on the book of Genesis, the accuracy and authority of the Bible, dinosaurs, and the destructive fruits of evolutionary thinking (including his new co-authored book Already Gone on why so many young people are leaving the church, a hard-hitting book on the “races” and racism, Darwin’s Plantation, and the bestseller, The Lie: Evolution). He appears frequently on American TV (in one year alone: Fox’s The O’Reilly Factor and Fox and Friends in the Morning, CNN’s The Situation Room with
Wolf Blitzer, ABC’s Good Morning America, the BBC radio/TV). Ken hosts the daily radio program, “Answers… with Ken Ham,” heard on more than 800 stations in America (and dozens more overseas) and is one of the editors and contributing authors for AiG’s Answers magazine (a biblical worldview publication with over 70,000 worldwide subscribers). The high-tech Creation Museum near the Cincinnati Airport — which attracted 719,206 visitors (and several of the world’s major media) in its first two years of operation—was Ken’s brainchild. In addition to these facts on his website you will also find links to his mission statement, statements of faith, statement of accountability, and a link that is simply stated, “Good News,” which is a step by step invitation to Salvation in Jesus Christ. Both men are quite impressive. Everyone was very curious to see how things would stack up during the debate. I got pretty charged up while watching this debate. I walked away from it with more reason and answers to give when asked than ever before. You see, I have -12-
been that guy who just loved to debate with friends and family. I have also found myself searching for the truth so I could be the best prepared debater in and out of class. And I have been the one standing there petrified to the point of stupid, because I did NOT know how to answer. I know you may have been there too and I am quite confident, it is not a place any of us want to be again.
  So who did the majority audience side with at the end of the debate? I would love to tell you, but I’m afraid you just may have to find out for yourself and see, but trust me on this, after you do watch it, you will be more prepared yourself to give a truthful answer, like you never have before!
Focus
on
Service
By Lloyd McWhorter Jr. I met a man years ago who told a story I’ll always remember. He and his brother had been raised together, went to the same college and after graduation went to work for the same company. 25 years later his brother was manager of the department they started in together. He was the President of that company. During the interview, when asked to explain the difference in their careers, the President answered humbly but firmly “Focus on Service is Sales!” The President, who had managed telephone sales, held a vision for the person he would become because of his focus on service excellence and self-training. -14-
His focus was on the vision he began with until it was clear in his mind. It was a powerful source of energy that gave him willingness to persevere and embrace change. From the beginning while working the phones as a communicator his focus was on professionalism and excellence in service. His focus was on the habit of doing his best in everyday tasks. In time he became great at his job and that prepared him for his destiny by developing his capacity for: • Courage: Push past comfort zones • Internal motivation: Train like a Champions • Commitment to excellence: Make Excellence the priority • Discipline and Consistency: Work hard daily despite problems • Be Focused but relaxed: Tune in critical, tune out distractions • Handle adversity: Setbacks are set ups for comeback As communicators our focus on doing our work with excellence and care for others is the greatest influence on our success in life. As Zig Ziglar put it, “you can get everything you want if you just help enough other people get what they want.”
Staying Focused >>>>> Tricking the Eye Stare at the four black dots in the center of the image for 30 - 60 seconds. Then quickly close your eyes and turn your face toward something bright (like a lamp or a window with sunlight coming through it). You should see a white circle with an image inside it.
There are two different women in this picture..
One is old.
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One is young.
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>>>>>>>>> > > > > >> A MagicEye Illusion... Can you see the bird?
The Man in the Coffee Beans The “illusion” is that this is just a picture of coffee beans; but it is not. Can you find a man’s face among the beans? Some say that if you find the man in 3 seconds or less, the right half of your brain may be more well developed than most. PS: This is not a trick. A man’s face is really hidden among the beans.
In Service America founded in 1985 wishes you a Happy Spring -18-
CATALINA-Cranberry Chicken What You Need: 4 lb. bone-in chicken pieces (breasts and/or thighs) 1 can (16 oz.) whole berry cranberry sauce 1 bottle (8 oz.) KRAFT Classic CATALINA Dressing 1 envelope onion soup mix Make It: HEAT oven to 350째F. PLACE chicken in 2 (13x9-inch) baking dishes. MIX remaining ingredients; pour over chicken. BAKE 50 min. or until chicken is done (165째F). Enjoy!!
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Month of : February Ani Revenue—Rosemary Mendoza Outbound Agent—Katie McCaffery Fla Agent—Tania Mora BA of the Month —Dean Pruitt Agent of the Month—Kristina Sweeney
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Prayer Requests Please pray for the McCray Family. Former employee Charles McCray passed away on Sunday February 16. Pray for comfort and strength for his family. Carl Townsend Leah Townsend Carolyn Fitzpatrick Bill Townsend Shantae Beverly Thea Boston & son Kevin Boston Kayla Baker & Family Jeanine Campana & Family Aisha Fuster & Family
ISA Store! Did you know InService America has a store in the Break Room?
We Do! - Drinks, snacks, food (such as hotdogs!) energy shots and more are going to be available! - You can also find a number of specialty products, books, and other items all on sale! - Right now get Christmas Angels at a discount and the Harbinger book by Jonathan Cahn and Companion Guide all at a special price. - The best part is that you can purchase everything on credit. the cost will simply come out of your next pay check! - Located right inside the Break Room, just walk in and ask for Bill, he’ll be happy tell you what all is avialable!
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