www.connected123.com
July 2014
INSIDE THIS EDITION: ATTITUDE POINTERS FROM THE TRAINING DEPARTMENT MANAGING YOUR CALLS REMINDERS AND HELPFUL HINTS IN ALL CIRCUMSTANCES
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agent of the month 4
Content: carl townsend lloyd mcwhorter andrea lewis joe vaughan jane white sandy mayberry shantae beverly
honesty is always the best policy 6 attitude - part one 8 pointers from the training department 14 reminders and helpful hints 16 notes from your account executives 20 managing your calls 22
designer: andrea lewis
in all circumstances 24 isa birthdays & anniversaries 30
Editor: katie mccaffrey
Customer service 32 recipe and games 34
connected123.com Check out the NEW website!
outstanding performance 26 prayer requests 22
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Pointers from the Training Department
Managing your calls -3-
ISA’s Van Lewis How many years at ISA: 2 years 8 months What roles have you had at ISA: I started on the inbound side and transitioned to outbound in October of 2012. What is your favorite part of working at ISA: I really enjoy making a positive impact on people’s lives and interacting with people. I always enjoy friendly competition when we have goals to meet.
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Do you have any stand out moments from your time here: It is very humbling to be selected as agent of the month when there are so many outstanding and dedicated people here. Many of which who have been loyal and outstanding contributors to InService and our clients for a lot longer than I have. I really appreciate being a part of such a hardworking, professional team. What does your life outside of ISA look like: I have been married 42 years and have five children and seven grandchildren who I really look forward to spending time with.
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By Carl Townsend -6-
It is critical to always be truthful with your customers. If you don’t know something, tell them you don’t know. Temper your remarks. Share: “I’m so sorry I don’t know the answer to your question. However, I want to make sure that I get the answer that you need.? “ 1. 2. 3. 4. 5.
Tell the customer that you will get them the help that they need. Provide immediate follow up with your supervisor. Never guess at a response. Document everything that the customer tells you so you don’t miss anything. Send the document to the supervisor on the floor, copy the account manager.
We are always taught the truth is the golden rule. As we grow we should temper our remarks to avoid hurting people. This falls into the category of ‘minding your manners’. Please make sure that you use good manners. Be polite, consistent and be prepared!
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Attitude W
e all want good results from life, in our home, in our work, and in all our contacts with other people. The most important single factor that guarantees good results, day in, day out, all the months and years of our lives, is a healthy Attitude! Attitude can be defined as “the position or bearing as indicating action, feeling, or mood.” And it is our actions, feelings, or moods that determine the actions, feelings, or moods of others. Our attitude tells the world what we expect in return. If it’s a cheerful, expectant attitude, it says to everyone with whom we come in contact that we expect the best in our dealings with our world. You see, we tend to live up to our expectations. And others give to us, as far as their attitudes are concerned, what we expect. Our attitude is something we can control. We can establish our attitude each morning when we start our day – in fact, we do just that, whether or not we realize it. And the people in our family – all the people in our world – will reflect back to us the attitude we present to them. If we’re cheerful and glad to be experiencing the blessing of life, others will reflect that good cheer back to us. We’ll be the kind of people others enjoy being around.
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Part one By Lloyd McWhorter
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If you’re wondering, the life we live today is often a reliable way to evaluate the quality of our attitude in the past. Would you say that people tend to react to you in a smiling, positive manner, giving you friendly greetings when you appear? Your answer to that question tells your story. Thanks to the Holy Spirit, as soon as a believer’s attitude begins to change, their life experience begins to change. And it works like this: great attitude, great results; good attitude, good results; fair or average attitude, fair or average results; poor attitude, poor results. It’s not an accident that to an unexpected extent, the shape, texture and quality; or lack of quality; of our lives is determined by our habitual attitude. It sounds simple, doesn’t it? But it’s not quite that easy. For most of us, learning this new habit takes time. But once it becomes a habit and part of our lives, our world will change as dramatically as it would if we were walking from a dark cave into the bright light of day. Our ability to communicate is inextricably linked to our attitude. When speaking with others on the telephone, our attitude is conveyed through the TONE of our voice. You’ve probably heard or even uttered the words … “... it’s not what they said but HOW they said it “. There is no doubt that non-verbal communication, including the tone of our voice and effective listening skills; is the single most powerful form of communication. It is way more important than the actual verbal content or the spoken word itself.
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One of the most popular study’s on this subject was done by a psychology professor from UCLA - Albert Mehrabian. His study revealed that words communicate 7% of a message. The remaining 93% is coming from nonverbal communication. He discovered the breakdown is 55% based on body language and 38% of tonality. This is also known as 7-38-55 rule. The best telephone communicators are aware of the power of the non-verbal and compensate with powerful application of Tone, Pacing and Power Listening skills. Our Attitude also controls our natural ability to use emotions and power words which support each other – this is known as “congruent” messages. On the other hand, “incongruence” occurs when the receiver of the message is irritated & confused by conflicting messages; from verbal and non-verbal channels. The following example is cited from Mehrabian’s work: • Verbal:” I do not have any problem with you!” • Non-verbal: avoiding eye-contact, looks anxious, has a closed body language; an angry, aggressive or sarcastic tone of voice (Tonality is the only non-verbal communication available to the telephone Communicator.) In this case, it’s more likely that the receiver will trust the predominant form of communication, which to Mehrabian’s findings is nonverbal. The 38% tonality will over-ride the literal meaning of the words (7%)!
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A positive Attitude can keep us focused on gaining an understanding nonverbal communications, which improves with practice just like any other skill in life. And the first step in practice is to recognize the power and influence of Attitude. As Communicators we have God given opportunities to let our Attitude be a transformative influence in the lives of callers who are reaching for help with their spiritual walk with God. I was reading a quote in a tribute to Maya Angelou, the great American poet who went home to be with the Lord recently; which read “… a person may not recall exactly what you’ve said but they’ll always remember how you made them feel”. Keeping your heart and mind focused on the Word of God and the Gospel of Jesus Christ, is the spiritual key to the strength we need to maintain a health, vibrant, hopeful and expectant … Attitude. An Attitude that imparts Hope to others; and Gratitude for the transformative contact with you, which they will remember because of how you made them feel. To Be Continued...
“ Do not conform any longer to the pattern
of this world, but be transformed by the renewing of your mind. Then you will be able to test and approve of what God’s will is – His good, pleasing and perfect Will.” - Romans 12:2-3 -12-
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Pointers from the Training Department
WHAT DO I DO WHEN... My AS400 screen does not pop? If your screen is delayed or does not pop at all, you should notify the BA on duty, follow the manual script that is provided in each pod and document the issue on a Technical Issues Form. I do not hear “incoming call� in my ear? If you do not hear the incoming call message you should look at your my agent box to determine what call is on the line. It will be displayed on your my agent box. You should notify the BA on duty and document the issue on a Technical Issues Form.
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My equipment at my pod does not work? You are to first notify the BA on duty, then move to a different pod if the issue cannot be fixed right away and finally document the technical issue of that pod on Technical Issues Form. Please include Pod number. I receive a module error on AS400? You are to notify the BA on duty and document the module error on a Technical Issues Form. You should be able to press enter and move on to next screen. You may be forced out of the AS400 and will need to log back in. My screen has frozen? You are to notify the BA on duty so they can force you out, capture all information that you have so you can input it once your screens are back working and document on a Technical Issues Form. My agent or other icons do not work? You are to notify the BA on duty, move to another pod and document on a Technical issues Form. Please include Pod number. I am stuck in my agent? You are to notify the BA on duty so they can force you out. There is a RED X displayed and I cant move forward? You are to simply press your CTRL (CONTROL KEY). There is a WHITE X displayed at bottom of screen? You are to simply wait. This tells you that information is being processed. Please be patient. No need to hit other keys.
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Reminders and Helpful Hints
Joyce Meyer Edition
• It is JOYCE MEYER NOT JOYCE MEYERS!!!! • SPELL verify all information your caller gives you • When doing ISA website order, make sure you have listed the items the caller wants to order on the F10 screen, that you have selected ISA website on the F9 screen, and that you have added all items up correctly and added the $4.00 shipping and handling. • Never put credit card information in the F10 screen • For new partnership, use an action form! • On your issue comment box you should have: • Caller is ready to become a partner • Request to have partnership deducted on __ of the month! (The day of the month they want their partnership to come out their account) • Request to give $_.__ monthly! (How much they would like to give monthly) • Wants to start partnership in ___ (what month they wish to start partnership) • ________________ (why they chose to become a partner with JMM) • Yes of no to the TOM (whether they wish to get the teaching of the month) -16-
• If a caller is already a partner and wants to update his credit card information this also goes on action form! You would put in the issue comment screen: • Requesting to update credit card information for partnership! VS Xxxx-xxxx-xxxx-xxxx 09/15 Minnie J Mouse • Anything that pertains to partnership you place on action form! Remember to spell verify this information back to your caller as well! ONLY use the F10 screen if: • You have an ISA website order • Your caller requests to be added to the mailing list Your caller requests to be removed from the mailing list • Your callee has a new or updated email address!
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• Those listed on the previous page are the ONLY reasons you should use the F10 screen! You should not be adding comments such as, “checking status of order,” “sending in a check”, “gave customer service number,” “requesting a call from customer service” as these comments are not on the list of approved messages by the client! • DO NOT pray with your callers or take their prayer request! If you have a prayer request please give the caller the prayer line number! DO NOT add prayer request on the F10 screen! • Do not transfer to customer service, give your caller the number to customer service for your caller to call! • A caller can ONLY get ONE PRODUCT FOR A DONATION OF ANY AMOUNT PER PHONE CALL! A caller can not give you 10.00 and get more than 1 product for any amount! VERY IMPORTANT • If a caller is requesting something free, you can send them Joyce’s magazine! Do not go through the system and start selecting free items! Those are mainly for partners only! • Give your callers correct information, you can find correct information on your broadcast schedule, your fact sheet, and the website! DO NOT assume or give incorrect information! If you are unsure about something, ASK!
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! r e b m e m e R
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Notes fro m your Account E xecutives Beginning n ext week, Ju ly 15th, Jewis be offering M h Voice will ark Biltz Blo od Moons O ff product offer er. The will be Blood Moons, Decod Imminent H ing th eave on God’s Prop nly Signs DVD and Where e hetic Timeta are We ble of any amou nt. Then the DVD for a donation n other offer package liste will be the d above and will include Shofar and S the small hofa or more dona r booklet, this will be for a $100 tion. Jewish Voice call vo increased an lu me has d we have th e privilege to serve them. CDM thanks ever yone for their effor ts w Ann Nesb y’s ith the upsell as we ll as the One Taffi Dollar’s Time O ffer of book. CDM is ver y grateful er yone that h with and alism that w les their calls and the prof eve sh essionyou for all of ow their constituents. I thank your hard w ork. I’m pro and ever y on u d of each e that handle the calls. Blessings, Jane White
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Managing your calls It is critical that when we are on the phone that we follow up on the phone calls as a client requires. There are critical steps that we always have to follow up on.
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It is critical to make sure that you are answering the phone with proper pronunciation. We should not use short cuts an abbreviate words. If we don’t answer the phone properly we are going to cause our clients to lose creditability.
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We always try to get the customer to buy the product. We always try to resell, cross sell or up sell depending what the script requires for us to do.
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We close every call by verifying the spelling of the person’s name, street address and e-mail. Always verify the credit card number and the order they placed. Your mistakes will cause a great deal of problems for the shipping department and our clients. Verify, Verify, Verify!!!!!
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Always be courteous regardless of how difficult a caller may be. Remember how many times that you have had an issue of receiving the wrong product or service. It always causes you to be upset. We are in the customer service business! We must always provide best practices for our customers. These are 4 key areas of focus for every call and must always be followed. -22-
by Carl Townsend
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In All Circumstances byAndrea Lewis H
ave you ever had one of those days where you just wonder where God was? Maybe you’ve just been in a terrible accident, maybe the doctor’s just delivered some bad news, maybe your best friend just walked out on you, maybe someone you love died... Whatever the situation -would you believe God was there the whole time? Sometimes we go through things in life and just can’t understand why God allows certain things to happen. We can see no good coming from the situation whatsoever. I know there have been many instances in my life where I simply couldn’t understand what God was doing, or why He was allowing something to happen. My thinking was, “If He was able to stop this, He’d stop it! Right?” Not necessarily. His purposes are beyond our understanding.
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We have to remember our perspective. Things happen on earth that are out of our control and make no sense to us. But from God’s perspective, it’s all part of a beautiful and perfect plan. If we truly believe that God is absolutely perfect, unconditionally holy, and unchangeably good in the finest sense of the word, then we must trust His character. Everything that God does flows from Who He is as a Person. If we ever lose sight of this, we will lose all hope in life. So often while we’re walking down the trail of life we feel that we are being torn back and forth. The road we are traveling down feels like a twisted and crooked path with seamingly no direction or purpose. But if we look back down the road after we’ve gone through the trial, we’ll see that in fact the path was straight leading from one event to the next, perfectly designed by an all-knowing God. There have been many things that have happened to me and those around me that seem so wasteful. At the moment I was going through them, I saw no reason for it, or any chance of good coming from it. But years later I’ve seen the why behind many things. It’s not always easy to remember that there is a greater good that surpasses our knowledge, especially in the middle of the storm, but there is. If you’re going through that storm right now, trust in God. He will never let you go. Ever. “...I will be with you; I will never leave you nor forsake you,” Joshua 1:5. He has you safe and secure in His mighty strong hands. It may not feel like it right now, but He’s holding on to you with all of His mighty power. The Holy Spirit indwells you as a believer and is your strength during the trials of life. Right now, your faith may be being tested harder than ever before, but do not lose heart. Jesus Christ is with you always. In all circumstances.
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Perhaps you’ve heard this analogy before, but I remind myself of it often in moments of difficulty: Have you ever seen someone working on a cross-stitch? On the one side there is a beautiful image made from different colors, combinations, and sizes of thread, but on the underside is a jumbled mess of knotted string and messy cords. If our only perspective were the underside of the cross-stich, we would think the artist was crazy or wonder why anyone would make such a horrible creation. We’d never know that just on the other side is something we’d never imagine, a beautiful landscape or picturesque scene. Also, if we only saw a small portion of the front image, we wouldn’t understand what the full picture was, or the meaning behind it. Sometimes I think that we are looking at the underside of life and all we can see is the fallen, broken mess of humanity and sin. And the parts of the picture we do see are only a small snapshot of the grand design. We can’t see the amazing and beautifully intricate picture God is painting because we’re just to finite and fallen to even understand it.
Just because we can’t understand it, doesn’t mean it’s not there. One day, perhaps we’ll be able to look back over the fabric of life and see the beautiful creation God was painting with our lives. Or maybe we won’t see it until we step over into glory and with perfect vision behold the masterpiece God made. Until then, let us hold on to the promises God has given and rest knowing that what may appear to be a horrible mess, is in fact a beautiful creation -handmade by God.
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Happy Birthday! Teneisha N. Abbitt 7/2/87 Etta Byrd 7/21/79 Joshua Shea 7/28/89 David Sloper 7/29/74 Danyel U. Allen 7/31/73 Lloyd McWhorter Jr 7/22/50 Jacquetta Nowlin 7/29/78 Carl Townsend Sr 7/5/39 Tammera Arnold 7/31/87 Sharaya M. Mitchell 7/26/85 Sarah Oulds 7/30/85 Elisheva Faillace 7/23/66 Johanna Vasquez 7/6/77 -30-
Congratulations! Employee Anniversaries
Rhonda Jennings
7/24/08
Prisilla Saunders
7/2/13
Edith Parrish 7/2/13 Willie Chatten
7/2/09
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Customer Service
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cus·tom·er serv·ice noun
The process of ensuring customer satisfaction with a product or service.
JM5 caller Ms. Marble Complimented Agent Thea Boston Stating, “I am 65 years proud and thoroughly enjoyed the warm and clearly enunciated tone that Ms Thea used on my call...she served me well with the right questions at the right time throughout the call... Thea would make an excellent trainer, I should know, that is what I did for 40 years of my life... I also want to thank the ministry of Joyce Meyer, because of her faithfulness to the Lord, I have recently been able to break addictions this late in my life... and I am proud to say, to God be the Glory!” OUTSTANDING JOB Thea Boston!!!
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Pig Pickin’ Cake
A great dessert, especially in the summer. 1 (18 ounce) box yellow cake mix 4 eggs 3/4 cup salad oil 11 ounces mandarin oranges, undrained 16 ounces crushed pineapple, slightly drained 16 ounces Cool Whip 3 ounces instant vanilla pudding coconut maraschino cherry, if desired Directions: Mix cake mix, eggs, oil and oranges. Pour into 3 or 4 greased layer cake pans. Bake at 350 degrees for 15 minutes, cool on racks. Mix pineapple, cool whip and pudding. Fill and frost. Decorate with coconut and cherries, or not. This is FABULOUS!!!! It tastes exactly the way my grandmother made it when I was a kid. I made it recently for a family cookout and everyone LOVED it, and it is SO easy!! - Sandy Mayberry -34-
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ACROSS 5 Before becoming states 6 Colonists threw in Boston Harbor 7 Colonial Army leader 9 Bands march in them 12 No tyranny or oppression 13 British and Colonist war 14 Another name for British
DOWN 1 USA birthday month 2 Tea Party harbor 3 Loyal to their country 4 Betsy Ross made one 8 Colonists who fought 10 Citizen of USA
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ANTHEM ASSEMBLY BETSY ROSS BILL OF RIGHTS BLUE CELEBRATE COLONIES CONNECTICUT CONSTITUTION DECLARATION OF INDEPENDENCE DELAWARE FIFTY FIREWORKS FREEDOM GEORGIA GOVERNMENT GREAT BRITAIN HAPPINESS HOLIDAY JEFFERSON JOHN HANCOCK JULY FOURTH JUSTICE LEGISLATURE LIBERTIES
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LINCOLN LIFE MARYLAND MASSACHUSETTS NATION NEW HAMPSHIRE NEW JERSEY NEW YORK NORTH CAROLINA OLD GLORY PARADE PATRIOTISM PENNSYLVANIA RED RHODE ISLAND SIGNATURE SOUTH CAROLINA STARS STATUE OF LIBERTY STRIPES THIRTEEN UNITED STATES OF AMERICA VIRGINIA WASHINGTON WHITE
Month of : June Outbound Agent: Van Lewis Ani Revenue: Candice Saunders Agent Revenue: JoAnne Pruehle Fla. Ani Revenue: Diego Perez Fla. Agent Revenue: Dhariana Gomez Agent of the Month: Van Lewis
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Prayer Requests As always keep ISA, our families and our clients in your prayers.
Cortez McIvor
Comfort & Strength
Tammera Arnold
Strength
Lameka Debaise
Sherita Gregory
Janice Jackson
Kathryn McCanna
Health & Healing Health & Healig Healing for her brother
Comfort & Strength
Bonnie McKee
Health & Healing
Thea Boston
Healing for her and her son
Sharaya Mitchell
Strength
Veronica Nowlin
Healing
Candice Saunders
Strength & Healing for her uncle
Jane Rising Jeanine Campana
Healing
Strength
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ISA Store Now serving Hot Tea & coffee Drinks Coke, Diet Coke, Cherry Coke, Powerade, Mt. Dew, Fanta, Ginger Ale, Fruit Punch, 5-Hour Energy Shots, and more Food Hot Dogs, Popcorn, Coffee Cake, Muffins, Cookies, Candy Bars, Trail Mix, Chips, honey Buns, and more You can also find a number of specialty products, books, CDs and other items Don’t have cash? Not a problem. Put it on credit. The cost will simply come out of your next pay check!
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