If you wanna be one of the first to get a taste of Facebook Timeline upon it's full frontal delivery, then click the link below. You'll see a sign me up button at the bottom right corner.
http://www.facebook.com/about/timeline
In the mean time, if you're itching so much to get a hands-on to FB Timeline, then follow the step by step instructions from Mashable. Here's the link :
http://mashable.com/2011/09/22/how-to-facebook-timeline/?_inv_out=1256&_inv_cp=1358465
Sunday, September 25, 2011
Saturday, September 17, 2011
Tips in Perfecting the Opening Spiel
My mentor once said
that "The moment you press the Auto-IN button on your deskphone and a call
comes in, you 're already affecting the customer". So it holds true that
as soon as you said your opening spiel, you are giving your first impressions
to the customer.
A sloppy beginning
always turns out to be a horrific ending. You don't want passing escalations to
you SUP all the time, don't you? Here are tips to doing it right the first time
on your opening spiel.
- Do it Alive and Kicking
I
looked up the meaning of Spiel in a dictionary and found it to be a superlative
of two supporting adjectives. 'twas defined as plausible
glib talk. Plausible defined as reasonable, truthful and valid while Glib as artfully persuasive. To add life to an
artfully reasonable persuasive talk, mixed it an energetic emotion for it to
become effective.
- Practice the spiel without any error
If
you spilt it out with a mispronounced word, wrong intonation or wrong
information. You're at a loss in making a good impression.
- Do not over-indulged or don't sound sexy
Some
agents tend to over engaged by enunciating the spiel in a sexy manner as
talking like in a phone sex, this is a big no no. Make it snappy and engaging.
- Be Consistent
As
the shift moves on to the next legs, your voice is wearing out, your enthusiasm
is exhausting. But your opening spiel should never waver in saying it out loud
with consistency and persuasiveness.
- Do it with a smile
This
should come as natural as you could. Let the customer feel on the other end
your welcoming him with a smile. Believe it or not, a smile is contagious even
on the phone. ;)
-mac
Sunday, September 11, 2011
Starbucks Trenta not available yet
Recently, i've been out to Starbucks in the Metro, and i was asking if Trenta is available. The barista, (sad to say) don't even know what i'm talking about. I had my post before about the Starbucks' Trenta cup size, expected to debut on the first week of May 2011 where it's supposed to be available only in the United States.
And i was anticipating that this would sooner roll-out to the whole wide-world wherever there is a Starbucks coffee shop. The buzz has subsided, and i'd had my confirmation checked that the Trenta isn't at all available, at least outside the US just yet.
... to be with You at last
You don't know how I
fret if you aren't around
I would long to hold
you in my arms
You don't know how
my heart erodes
When I think I can't
see you in my abode
I sank deeper, into
the realms of qualms
Into the abyss of
pure rebounds
How'd I cope to know
that you are away
If I tell I wanted
you to stay
I would love to care
for you
Tenderly enveloping
you
Caressing and
feeling your breath
To know that you are
here with me
But the nights
aren't just too fast
The days aren't just
too brisk
They were like
eternity
That I could not
forgive
To bear is not to
wait
But they said
patience is a virtue
I'd ask myself if I
had that
And my heart echoes
with a yes
I sometimes doubt
And I think I'm
getting swayed
Wavered and
unfulfilled
But I believe it
would worth the wait
So I knelt and
prayed
Thinking I could go
on further
To brave the tides
of love
To end up with You
at last
(for Annavie)
MAC
September 10 2011
Saturday, September 10, 2011
9 Tips to Control a Call (Call Control)
One of the
ubiquitous quotes when your Boss is coaching you due to a high AHT (average
handle time) is this: "Don't let the customer control you, You must
control the call"
Below are applicable
hands-on tips in controlling a customer whose behavior ranges from easy-going
to a domineering type.
- Set Expectations Early
Upon
identifying the problem and diagnosing the issue, roll-out what the customer
needs to expect on the possible cause and effect of the solution/s.
- Convey Possible Solutions and the worst-case scenario
This
is a follow thru of #1, you must let the customer know your possible solutions
and the worst-case scenario early upon diagnosis
- Learn to apply the open-ended questions
If
you're seeking for a narrative, use the HOW, WHY and WHAT questions.
- Learn to apply close-ended questions
To
gain facts and confirmation, begin your question with a "DID YOU…."
or use the Where and When questions when appropriate.
- Do not afraid to interrupt but be distinct
When
you feel that the customer is overflowing his info and he seemed like a
non-stop talker, wait for his short pause and butt-in.
I
do not advise that you do this often but you may want to communicate to the
customer that you need only the important details.
- Do not do over-rapport
Getting
personal with the customer within the allowable boundaries is great and will
add a personal touch but make sure that don't over do it. It will lead to
unnecessary topics or segways.
- Initiate a call back
This
doesn't hold true for all accounts but if you feel like you have over stayed in
a call for an unreasonable basis, talk to your immediate Sup and ask permission
to call back the customer or pass it through your outbound person.
- Manage your Hold Times
AHT
sums up your time you spent with the customer + your hold time in a shift
divide that by the number of calls you received. Tip, do not get over the bar
on your hold time.
- Wrap up the call candidly
Making
this as a habit in all your calls will not only sound you professional but it's
a way to decrease handle time with the customer.
10 Steps in Improving Your Voice
You voice is one
hell of an asset when you work in a BPO company. Voice is not only a tool to convey
information but it can also be a factor to make or break a negotiation, close a
sale or simply a cause of miscommunication.
When you speak, your
voice trails off with these three factors: Clarity, Control and Impact.
Listed below
are ten tips to attain these three factors optimally to
its full potential. (And it does apply whether you're doing a face-to-face or
telephone conversation).
- Practice a deep-toned voice, well-paced voice.
85%
of customers over the phone gained confidence from a customer service
representative by their deep- toned voice, it signifies authority and trust
just by hearing a well-modulated, well-paced voiced.
- Record your voice: listen & review
It
pays to be conscious on how you sounded while speaking. This way you can be a
critic with your own voice. Listen to the output and scrub the flaws.
- Deliver Eloquently
Too
much of these: "ahh", "ahm" and unnecessary pauses would
make you sound unsure and without confidence. If English isn't your native
language, do not articulate what you're thinking in your native language then
translating it to English later on-this will fail you big time; instead,
"Think English, Speak English"
- Practice tongue-twisters
Speaking
out "if Peter Piper pick a pack of pickled
pepper, where's that pack of picked pepper Peter Piper picked?" 5
times consecutively without a single fault with sustained speed and pace will
lessen your chances of stammering.
- Don't talk through your nose
Talking
through your nose is like singing to be at worst. Practice speaking out using
your diaphragm. This will let the voice
within you sounded more controlled and authoritative.
- Do not mumble
Talking
indistinctively creates unintelligible conveyance of speech. You will be
sounded like in-engage and considered as unprofessional esp when talking with
customers.
- Use proper Intonation
The
rising and falling intonation, including the monotone should be observed in
appropriate cases. This way, you can emphasize your points and you will sound
assertive. Use the monotone when reading out disclaimers, notices, etc.
- Vocalize
This
may sound extreme but if you can find an open field where you can amplify your
voice before you head-out for a shift would be helpful to tone and prep your
voice, exercise your vocal chords, your larynx, pharynx and your diaphragm.
- Read out a passage or a news article once a day
A
5-minute reading session everyday augments reading comprehension, eloquence and
moderate mouth exercise. Make it a habit.
- Constantly ask feedback from your friends on how are you sounded like
If
you sound like a high-pitched parrot or a clumsy sounding telephone attendant,
seek the advise of a speech therapist.
-mac
Fullybooked Mall of Asia
There's this unique
déjà vu feeling whenever you enter a bookshop that makes the inside of you
unceasing to want for more.
That was what I felt
when I came inside Fully Booked shop in Mall of Asia (after more than two years).. I was momentarily in
trance as I've scanned the place decorated with books on a creative point of
view. I couldn't help but to get magnetized immediately in trying to devour the
sharply lined-up spines in the shelf under Biographies (lately, I've been
eyeing on those true-to-life stories of some of the greatest people on earth).
I was kind of
entering a modernized museum, the lightings were surreal, the shelves were
staggering, giving a distant pleasing
look to approach one because of the huge labels. A book hunter would easily led
to where he want to look at or find the book he's seeking because of the
panelized approach to the bookshelves' tags. It was this simple, it's pretty
inviting, and so approachable that you need not to get a hand in looking for a
specific title or author.
From the way those
books, shelves and ledges were placed, it was neatly accessible and readable
from a man's eye view. I've seen other bookstores in the Metro but nowhere
could they match how FullyBooked has properly designed their placement of
shelves, it has the touch of fashion into it, considering the teeming eloquence
it's presenting to its audience, shoppers and visitors.
Time flies when
you're inside. I was indulging as I read the summaries, the titles and amazed
by the front covers' arts.
Unlike in SM North
Edsa, this branch in MOA do not have a reading kiosk or couches where you can
further luxuriate in skimming through the pages. I've noticed that each books
were covered in the plastic celluloid where you couldn’t just open it, 'twas like
some sort of a seal or protection.
The absence of a
reading nook is tolerably understandable because this branch is not that much
spacious. I believe it's only fair to exclude one, the hallways were broad
enough for someone to squat or stand incase he wanted to spoil in further
reading.
The Cashier's and
Customer Service' lounge were neatly placed that did not serve as an
obstruction but an area where you can
wander to ask queries. The wall behind the cashier's was an adage "When I
get a little money, I buy books; and if any is left I buy food and
clothes" (Erasmus), which reminds me how customer's are flocking in lately
to bookshops. I turned my head into a 360 (but of course with my body rotating
as well) and I was saddened by the number of visitors. You could count on your
fingers how many people are in, minus the staff, that led me thinking on the
current trend when it comes to digitalizing prints nowadays.
You may visit the shop with their contact listed here.
G/F Southwing SM Mall of Asia
Tel 02 5560264
The intensifying
demand of gadgets such as the iPad and other eBook readers, not to mention
those smartphones where you can download an app so you can read a book (in any
kind of format) is downright killing the printing press and bookstores, not
only here in the Philippines but abroad as well. Bookstore chains in the US are
closing down, even those who have been far long enough in the business.
I've asked one of
the staffs how is the trend of sale compared to when the digital media was not
yet in the market, and she said that it was really hurting for their sales
volume.
We have to accept
the fact that fewer people are in to reading books, lesser now are the humans
who are to be considered as bookworms. Adding to the pie in hurting the
bookstore business is the cut-out share
of the digital media, who would want to carry a hardbound these days when
infact you could load the latest novel of James Patterson outright through your
iPhone's iBook or into your Galaxy Tab straight from a torrent site? (Yep, it's
pirated, but it's free). Moreover, the convenience and the state-of-the-art
digital effects of these digitalized books are nowhere to match especially if
you loved technology and gizmo.
Just my two cents on
these softbound and hardbound books, I still find it priceless whenever a real,
physical book is in my hand. May that be a novel, a technical manual or just
simply a planner or a diary. I'd sound traditional and sentimental but it boils
down into one thing, and I would call it preference.
I rode in a jeep one
day going to the Southern part of the Metro and someone's holding a paperback
copy of John Grisham's latest bestseller. It was a fairly brand new book, as I
tried my best not to look so interested in it, while the reader was smiling through
the pages.
I have stopped
buying physical books when I had my iPhone two years ago, so I was a converted
as an eReader bookie, I've read a lot more, get opened up to a plethora of more
authors and titles I couldn't imagine I'd have them on my list to read. Neither
I felt excitement nor intimacy, I just felt contentment. And I guess, my vision
has blurred and I have to have wearing my eyeglasses most often than not.
I would still take
pride in reading a book inside the train, in a bus or under a tree, may that be
a paperback or a hardbound. Methinks that these physical materials in a book
somehow makes you grip, indulge, and be more personal to the story that was written.
That as you turn through the pages, it's
as if an intimate bond is formed between the reader and the prose being
conveyed by the author. A real, tangible book serves as a gateway for you to
feel deep down the story as it unfolds through your eyes and imagination.
-mac
Blogger app for the iOS
As of this writing, i'm testing out this application fresh from the APP STORE. yeehaw! El Goog has finally released a solitary app for Blogger on the iOS. Just a few things to remember, make sure that your iDevice has an iOS version of 4.3.2 or higher.
Labeling and inserting pics/images are quite easy. The UI is certainly user friendly and so intuitive.
I believe this app will restart the gateway of revolution into mobile blogging. It will certainly be applicable if you're a blogger who has a fotoblog and wanted those snapshots posted immediately and on the go.
Labeling and inserting pics/images are quite easy. The UI is certainly user friendly and so intuitive.
I believe this app will restart the gateway of revolution into mobile blogging. It will certainly be applicable if you're a blogger who has a fotoblog and wanted those snapshots posted immediately and on the go.
Tuesday, September 06, 2011
Gratitude in a believer's perception
I was keen in
writing about this virtue most often than not - about gratitude, the effect is
so unfathomably profound.
What's more
rewarding than an answered prayer? I begged for work, and it was answered
within two weeks time (less than two
weeks actually). It never seem to occur to me that He had given me what I've
asked: the job description itself and the benefits, all these were afforded,
it's as if, fed instantly in front of me. I couldn't be more thankful to Him,
for His unending graces, love and compassion.
What's more
fulfilling than a filled empty lovelife? I don't normally post about personal
news about myself here especially when it comes to the aspect of love affairs
but methinks, it doesn't hurt to share. Prior to my devotion of work hunt, I've
committed myself again. I'm satisfied with it and looking forward for it to
blossom further to it's fullest potential.
Sometimes, the
simpler the conveyance of the gratitude is, the more it'd mark in the minds and
hearts. So my sincerest expression of thanks to Boss Merlin Cruz, Ron Fernando
and Miss Laarni.
To Him, whose glory
must go beyond forevermore, You are the living God I've known since I had my
musings as a child.
mac
More than words can say
All I thought was,
you will never come into my life
I seek you from
within the recesses of my supplications
It was a long time,
that I have waited
The days have pained me,
Until, one day..
I was at my happiest
I don't know how to
fathom this feelings
That you make me
alive every time you get in touch
Those moments are
just so treasured
That may it last as
long as we're alive
Each day, each time
the second hand moves
We know the time's
getting nearer
To have our eyes
locked into each other
Through gazing power
of the window of the soul
Will finally crawl
into our whole
Passion and hope and
love, that someday we'll be together
(for annavie)
by MAC
(latepost)
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