Week two call shadowing, customer experience, and the importance of checking oneself

Week two call shadowing, customer experience, and the importance of checking oneself by Michael Cheary Week two: call shadowing, customer experience, and the importance of checking oneself …Five interns are spending the summer working for reed.co.uk. We’ve already met the interns, and saw how they got on during their first week.Now it’s time to read round two…AndrewThis past week has kept us quite occupied. The other interns and I finally have our roadmap for the remaining six weeks, the whiteboard is rapidly running out of space for our to-do lists, and our schedule is packed to the brim with various projects.From analysing customer queries to taking a look at what the customer experience team deals with on a day-to-day basis, our schedule is certainly filling up fast.I truly love being in London, but being a solitarily explorer in a city energized by connection and interaction becomes lonesome at times, resulting in me signing up to take part in the London Instagrammers weekly meet-up.It was like being transported back to the first day of secondary school, except this time the popular clique was the most eclectic group of people gathered together, ranging from 20 year olds to women in their mid-fifties (although, of course, I did not dare ask their age).After mildly awkward introductions, I was now a part of a group of 25 amateur and professional photographers, ready to storm the British Museum. Our subject matter? Well, let’s just say it involved raising awareness for testicular cancer. All in the name of art, of course.Was I really about to go inside the British Museum (undoubtedly one of the more esteemed galleries in the world), and start taking strategically framed shots of its statues?   Although the occasional glare was uncomfortable at first, I’ll be the first to admit that it’s an interesting but effective way to break the ice between strangers… as was the mandatory post-meeting pub session.Back at reed.co.uk, I found myself engrossed in my work to the point where Friday came unexpectedly. No doubt due to the fact that, for once, this lost American is finally starting to find his bearings in London.StephanieAfter an amazing weekend with friends, I started work buzzing with energy for the week ahead.The week has flown by and my American accent is stronger than ever thanks to the other interns! Also, we have started our new projects and planning ahead has helped a lot. Everything from creating our own ‘quote of the day’ to uploading daily plans and scheduling meetings has helped a lot in terms of the planning and delivery of projects.As we’re becoming more familiar with all the different software, we have also delegated tasks for our first project.The general concept of managers and team leaders being those scary people tucked away in hidden offices, who only come out for food, water and the occasional conversation with other managers, is definitely not the case here at reed.co.uk. The interaction between employees within all the different departments is a crucial aspect of working h ere, and it’s really enhanced my experience so far by creating an environment where I feel free enough to ask questions and learn more effectively.Whilst shadowing other employees I took the time to also ask about their history working at reed.co.uk and their roles within the company. I must say, they either pump something in the air or everyone genuinely does love their role and growth within the company thus far. I will definitely feel that it’s the latter.As project deadlines draw closer, our work rate is definitely increasing. Fingers crossed all goes well with our presentation.To be continued…AllyLast week saw a densely packed schedule of what’s known as ‘call shadowing’. It feels quite intrusive to be creeping in on calls unbeknownst to caller and handler, but it’s an absolutely vital tool in understanding the customer experience.Other bits of the week saw our dedication to the whiteboard. We now have our own little slice of white to mark down our plans, to-do li sts and quotes of the day in erasable ink. Probably a good idea, too, seeing as our plans tend to shift a lot with the hubbub of the office. Might have to tick for a new whiteboard eraser on the office supply list; this one’s getting worn to a stub.Next week we’ll be going up to the Customer Experience team that’s ‘CX’ to the layman (or lazy) for some more hands-on experience.Long-term plan is to get involved with the company’s development team and their Scrum method, a means of development so revolutionary (not to mention slightly confusing) that a mere blog post won’t cover even the basics. One thing I have learned, however, is call it a ‘process’, and you’ll risk incurring the wrath of several score of passionate developers. So I better watch my mouthTill next week.ConnorThis week was definitely a change from last week. I spent less time attending induction meetings and more time actually working. Don’t get me wrong, ice-breaker exercises are efficient and necessary when becoming a new member of a team I was just anxious to actually begin working on something relevant to my career. This week I was instructed a daily task and was assigned various projects by different members of the finance team.One of my concerns when starting this internship was that I would be completing various administrative tasks without actually having any grasp of the bigger picture. I was wrong. Every time I was assigned something, I received a brief on why I was doing it and how it contributed to the company. Although it took extensive instructions (and, undoubtedly, lots of patience on their behalf) it was nice to feel as if I had an impact on some of the company’s core functions.On the social side of things, I’m getting closer to several of my co-workers, and was able to play tourist a little more this weekend. While spontaneously roaming around the streets and visiting various sites, I realised one important thing: just how crowded, and humid, free m useums can become.I got around to going through the famous Hyde Park, which I honestly expected to just be a highly populated field of grass, and was delighted to find out that the crowded field of grass had a pond.No, but in all seriousness I’m coming to the realisation that there is a reason for all the crowds of people everywhere you go… and that’s because every site in this city is worth going to.YaseenI cannot believe my second week in London town has already come to an end.   I’m happy to report that with every passing week my diary is exponentially growing.   I am however, quite sad to report that the opposite effect has been taking place in the depths of my pocket…I am currently sweating (and still panting) from my twenty five minute commute to the office, which I now make on foot, courtesy of the lovely dollar/sterling exchange rates. Luckily, my first reed.co.uk payday is in two weeks, at which point I can resume my daily underground journeys and give my poor lim bs a rest.From board room meetings to giving presentations to the directors, I must admit my confidence is at an all-time high.   I love that I am asked to give presentations on my findings regarding my peers and their online behaviour, as well as being able to play what seems to be an integral part in gathering data regarding the entire customer experience.   As the weeks come along, this little intern is starting to find his rhythm.Finally, I have something inspiring to share this week: I’m truly excited to announce that I’m officially planning a ‘eurotrip’ (If I were reading this I would have stopped at that last sentence as well, so I sincerely appreciate your commitment if you’re still with me).   I plan to take the coach all across Europe, trying to hit as many countries as I can. And it all started with three weeks in London…That’s all you get for this week, but I hope I have left you with a suitable amount of suspense to come back. Same time next week.Missed ou r introduction to the interns? Meet them now. The interns have finished week two. Stay tuned to see how they get on in the coming weeks.Find a job What Where Search JobsSign up for more Career AdviceSign up for moreCareer Advice Please enter a valid email addressmessage hereBy clicking Submit you agree to the terms and conditions applicable to our service and acknowledge that your personal data will be used in accordance with our privacy policy and you will receive emails and communications about jobs and career related topics. Career Development Features

Delete and Replace Annoying Habits to Increase Clientele - Personal Branding Blog - Stand Out In Your Career

Delete and Replace Annoying Habits to Increase Clientele - Personal Branding Blog - Stand Out In Your Career A mishap will predict whether you are likely to get the sale or not. Why? It’s the way in which you handle the circumstances plus your demeanor that reveal your true personal brand. Your prospective clients will either be completely turned off or duly impressed. Stand out from the crowd as errors occur by proceeding with humor. Delete Poor Behavior It’s commonplace to become frustrated when a prospective client forgets a meeting. Should it occur a second time, anger sets in. We think of all the reasons why the other party is to blame. This is the point where it becomes easy to say something to only be regretted later on. Consequence We might discover that a spouse landed in the hospital or that the power shut down in the office. But in the moment of anger, the sale was killed. Reconsider Think back to similar incidents and how they were handled. Did you: Get angry and remain angry? Report the person to their manager? In the moment, did you decide to not give further consideration to the person? Should any of the above be the case, think about whether an opportunity was missed. And if this was the case, begin thinking about how you might improve your response the next time a miscommunication takes place. Change Focus Instead of playing the blame game, focus on the greater good. This comes across by maintaining a smile on your face and humor in your voice. Encourage laughter when you are finally able to make the connection. Should the error be that of the other person, convey it’s okay and that your desire is to leave it behind  in order to move forward.  By being mild mannered in attitude toward mishaps, others will be highly appreciative. They are then prepared to carefully listen to what you have to share. When the error is yours, the first step is to quickly and sincerely apologize. Doing so is accepted almost 100% of the time. It calms the waters. Ask a buy-in question such as, “Are we good to move forward?” Agreement for moving forward shows all is forgiven. Purpose As future mishaps occur, take a deep breath to ready yourself to fix the issue. At the very least, make sure everyone is comfortable. Look to to the reason for the original purpose of the connection and the bigger picture. If it excites you, work diligently to resolve the problem. Sales Tips: Delete blame from your mindset. Breathe deeply to let anger subside. Create a plan of action to fix misunderstandings. Ask for help when facing a dead-end. Review all the attempts to figure out where the misstep took place. Upon connecting, wear a smile. Joke about the miscommunication. Move forward as if only good occurred. Exchange information as originally promised with an eye on the greater good. Enjoy the conversation. Following these guidelines will lead you to the Smooth Sale!

12 Ways To Avoid Burnout In The Workplace

12 Ways To Avoid Burnout In The Workplace Even in the most rewarding of jobs, our energy levels can take a dive. Many people push themselves as though their energy levels are inexhaustible but that is simply not true. You will not always bounce back from a burnout with a little rest. That is why it is important to do everything possible to avoid burnouts. These tips and strategies can help you avoid them and maintain your interest in your job. Focus on your social life. All too often people make excuses by saying they are too busy at work to go out and have a little bit of fun. In reality, this is a very important thing to schedule regularly in your life. If you fail to do this, you start doing the same thing on a daily basis. If you life is an endless cycle of going to work and coming home to sleep, then you need to mix it up with some friends. You do not need to do anything crazy. Simply make some time for a friend dinner date or a movie and have some fun. Start exercising. Even going to the gym just a few times per week can make you feel a lot better about yourself. It also has a lot of mental benefits. You can even find a friend to go with and combine this with the first tip on the list. Go to the gym and get those endorphins going! Find a hobby you enjoy and make time to do it. Find something that you enjoy that has nothing to do with work. This can break up the weekly grind you currently have and allow you to be productive doing something you really enjoy! Volunteer in your community. Not only will it allow you to get your mind off of work, it can also make you feel really good about yourself. Even if you are not happy in your job, helping someone less fortunate can show how much you have to be grateful for. Volunteering is good for your community and your soul so see where you can volunteer when you arent at work. If you are struggling, ask for help. It can be tough to swallow your pride but if one of the reasons you feel like you are approaching a burnout is because you are struggling with a project or time management, nothing will help you more than asking for help from a coworker. More often than not,  it is better to ask for help than to struggle through it. Learn to laugh. Humor is the best medicine, unless you are actually sick. Even though you go to work to actually work, you can find some humor in the daily grind by talking to coworkers about things other than work. Laughter can reduce stress and if you share it with coworkers, everyone will be a bit happier. If you cant find it at work, find it outside of work. Consider going to an improve or comedy show with a friend or go see a comedy movie. There are many ways to laugh; you just have to find them. Write out your to-do list. Sometimes, just writing down what you have to do will make you less stressed. Crossing off items on your list as you go will make you feel even better. Put down everything, even the small things that will take almost no time at all. Even the small victories count. The process of writing down your list of things to do clarifies your mind so you can see a way out. Start your day off right. If you are constantly running late for work or even waking up late, you are starting your day off stressed. Slow your morning down if you are guilty of this. Set your alarm to go off a little bit earlier so you do not feel as rushed. You may even want to give yourself time to enjoy a cup of coffee before work. These little things can make your day go so much better simply because you started it off on the right foot. Accept responsibility. It is easy to blame all of your stress on other people like your boss or your coworkers. However, once you start accepting responsibility for your actions, you can find a way to get out of them and make better decisions. You will also find a lot more to be happier about in life. You may have to accept responsibility for mess ups but you will also have to take responsibilities for the things you do right. Learn to relax. Not everything in life is as stressful as we make it out to be. We put a lot more pressure on ourselves than we realize. Once you figure out a way to relax and not make things so stressful in life, we can enjoy them more. Whenever you feel as though you are becoming stressed out, think of something relaxing and bring yourself back to reality. Get some sleep. Many times, if we are stressed out, we fail to get good sleep. When we do not sleep well, we perform worse during the day. Sleep is very important and stress can cause people to not sleep well. Remove the stress with your relaxation techniques and watch as you handle everything better with a good night of rest. Focus on things that make you happy whenever possible. If you are living to work instead of working to live, you are going about this all wrong. You need to prioritize the things that make you happy. You need to work but you do not have to work 12 hours a day. Learn to focus on the things that make you happy when you are off the clock instead of work and you can avoid that burnout. About the Author Cara is the Featured Contributor at OnlineMBAPage.com. As an MBA graduate, she uses her knowledge of graduate education, finance, and marketing to help people become a better version of themselves. She welcomes new opportunities to expand her knowledge base.

Thinking of video blogging You should probably forget it

Thinking of video blogging You should probably forget it When it comes to video blogging, most people do not have enough talent to be in front of a camera, or enough to say that would not be better as text. But there are some exceptions: In some cases, video can help make a point that you could never make with just text, and in some cases, a video blog can establish you as a thought leader in your field. The field of well-known video bloggers is much smaller than the field of well-known text-based bloggers. So it might look like video blogging is a quick route to a big audience, but the truth is that the bar is higher with video than with text. Video blogs that have taken the world by storm are pretty much full-time jobs. For example, Ze Frank spends six hours a day preparing a few minutes of video for The Show. And Wired reports that the popular video lonelygirl15 who seemed to be a home-schooled teen with too-strict parents turned out to be an actress starring in bankrolled, scripted show about a home-schooled teen with too-strict parents. On top of that, video has to be a lot better than text to stick around. It takes much more time to download a video than just text, and you cant skim a video. So the quality of the video blog is very important. If I take the time to se a video and its not very compelling, I am not sure I would go back to see the next one, says Constantin Basturea, director for new media strategies at Converseon. The best video bloggers are about customizing their schtick, says Mark Amerika, professor of media at University of Colorado at Boulder. For example, RocketBoom is all schtick serving up wacky information with a zany it-girl as presenter. If you are still thinking video blogging might be for you, heres a reality check: Five good reasons to create a video blog. You better have at least one of these before jumping into the video blog arena: 1. You are commenting on things that can be seen on video. The video world is full of moving images that beg for commentary, ranging from video resume horrors, to botched mainstream news, to hipster advertising. If you have a lot to say about a lot of moving images, give video blogging a try. 2. You have a lot you want to illustrate. A tip on how to be a powerhouse with Excel, for example: thatd make a good video. And, if you had 1000 tips up your sleeve, you might have a good video blog. Video is good for illustrating things and making tutorials. You can write a very long post to do something difficult, but you could show it very quickly on a video, says Basturea. It is no coincidence that one of the most popular downloads on YouTube is instructional (and amazing): How to peel a potato. 3. You need to show your emotional side. A video blog, more than text, can show emotions, humanize a product and make people more accessible, says Basturea. When Microsoft, wanted to show that there was a soul behind the logo, Robert Scoble toted a video camera through the company and people were able to see there are people behind Microsoft products. (This video blog was so successful that today Scoble is video blogging on his own, backed by investors.) 4. You know you should blog but you dont have the time. Video blogging may be just plain more practical for some people. While there are many reasons for executives to blog many may not have the time. As long as the executive has charisma and is comfortable in front of the camera, a video blog is a solution for a very busy schedule, says Converseon. Robert Wright, of BloggingHeads, concurs: Having a conversation is a lot faster than writing a piece. Its a way to get your views out quickly. 5. You are really, really funny and intelligent and charismatic. If you have all three of these talents, surely you will not be video blogging for long, because some agent will pick you up and put you somewhere in Hollywood. But until then, a text blog would be a waste of your talent, so use video. In this respect, the two most influential video bloggers are not even online; Steven Colbert and Jon Stewart serve up video daily in an effort to show people a new way of seeing things. Colbert and Stewart also give us a window into the future of video online. Young people are getting most of their information from Steven Colbert and the Daily Show and the audience is learning a video language from that, says Amerika. The shows demystify the process of creating media. People learn to become their own media producers and develop their own spin. Amerika says students used to come to his classes to learn how to use Photoshop. Now they want to know how to produce their own videos. So if youre wondering what the future of video blogging will be, look at the bleeding edge of video art where people like Amerika live. And look at popular shows for twentysomethings, because those are the training grounds for the next wave of video blogging.

Job-Hunts Personal Branding LinkedIn Group - Executive Career Brandâ„¢

Job-Hunts Personal Branding Group For about a year Ive been managing the Personal Branding subgroup of the Job-Hunt Help Group. Along with job seekers at all professional levels, membership includes many Reach Certified Personal Branding Strategists besides myself, and other esteemed careers industry professionals. Come join us. Its your opportunity to start, contribute to, and learn from the experts in discussions about branding to accelerate  job search and healthy career management. Membership is growing steadily, but were always up for new voices jumping in with questions and advice on best practices on all things personal branding. I only ask that you keep your contributions free of self-promotional materials. We  just want to stick to the topic and not be bothered by pitches. Related posts: Guide for Executive Branding and Job Search Power Your Executive Brand with Groups 29 Biggest Mistakes How Recruiters and Employers Find Candidates on 00 0

Expect The Unexpected Harrison Kratz shares details of his journey

Expect The Unexpected Harrison Kratz shares details of his journey 39 Flares 39 Flares Harrison Kratz is the Community Manager for MBA@UNC, a  top online MBA  program from the University of North Carolina at Chapel Hill. He sticks to his entrepreneurial roots as the founder of the global social good campaign,  Tweet Drive. Feel free to connect with him on Twitter,  @KratzPR!   Before I start off, I can’t say I am a seasoned veteran or am an expert on how to land your dream job, but I can offer one bit of advice to any student, young professional, or job-seeker: Expect the Unexpected. I think this is easy to say, but its not about an opportunity presenting itself, its whether or not you’re ready to answer that opportunity and take advantage. Things change quicker than ever, and what may seem like a life project now, could be a thing of the past next month. Where I was 20 Months Ago To give you perspective, 20 months ago I was sitting in a 9-5 internship with really no idea how to break out of the mundane routine that I was entrenched in through this position and school in general. At that point, I decided to continue my education in PR through a little venture of mine, Kratz PR Management. Once I started this entrepreneur route, I thought that was the only route for me and that I would be doing Kratz PR for the rest of my life. (Yeah, right.) Clearly I didn’t realize then, what I do now. It’s crazy to think that in those 20 months I’ve gone from a naïve student entrepreneur to the organizer of a global charity campaign, to as the Community Manager for the MBA@UNC, the online MBA program at the University of North Carolina. The reason why there seems to be so much change and turnover is because during those twenty months, I’ve been able to move swiftly and prepare myself for the next step, even though I rarely had any inclination of what was ahead of me. The Pieces Do Finally Come Together Back on July 1st, I submitted my resume to my current employer. The timing must’ve been perfect, because 2 phone interviews and a test assignment later; I was hired 7 days after I submitted my application! I’m still in shock that it all happened so fast and now I am working professional in the greatest city on earth. But I guess that’s the world we live in… We have the potential to make decisions and create opportunities faster than ever. In the job hunt, you have to be ready for anything that comes your way because you just never know what might work out. If you don’t get that “dream job” you applied for, don’t sweat it… That right fit is still out there and it could’ve presented itself yesterday. I know I sound like a broken record, but today more than ever â€" you never know. If you told me that I would be working here a year ago, I would’ve said you’re crazy. 2 years ago, I wasn’t even thinking of leaving Philadelphia. Ever. The Five Year Plan is Dead Point is that there is no longer such thing as the five year plan. As a matter of fact, the two-year plan seems to be fading more and more now as well. Our world is changing and not only do our skill sets and knowledge have to adapt, but also our approach to our careers in general. For further example, 12 months ago, I had no idea who Kyle Harty was. Now, I can fully say he is a brother to me, the Community Director for my Tweet Drive campaign, and my soon to be roomie in New York (Congrats on the new gig Kyle!) I love thinking about this because you never know who you are going to meet that can fully alter the path that you were on. That’s the fun part though and that ‘s what Kyle and I have gone by both in our career paths and with Tweet Drive.   We may have no strict plan for what we’re doing, but we’re going to have fun navigating the map of a career in communications and set ourselves up to take advantage of any opportunity that may come our way. I apologize if I’m naïve or my personal experiences are not practical, but professionals must start preparing themselves for the abandonment of a 5 year plan and turn to the short-term thought process that is precedent within today’s world of social media. Its an exciting time, but also more important than ever that we don’t get grounded by simplistic visions. I mean, in literally a week you could be moving to an entirely new city. When you expect the unexpected, you know never what opportunity you may find.

Working with a career coach through your career transition - Hallie Crawford

Working with a career coach through your career transition Working with a career coach or career counselor can be a invaluable investment for your career transition.  I can’t tell you how many times I have potential clients contact me and say, “I read these career books but I still don’t know what I want to do”, “I took a career assessment online and it told me I should be a circus clown”, or something they were not interested in at all. I understand how this feels. Some of us feel like we have so many career ideas in our heads we can’t choose just one. It’s like we’re on spin cycle in the dryer. I was in this same position after college. I was completely confused myself, and it was affecting my confidence. The value of a career coach is having someone to bounce your ideas off of.  It’s someone who is trained in the profession, and can help you understand the things you need to consider to help clarify your career direction. They can help you wade through your ideas and take you through the process step by step. One of my coaching clients sent me this email: Hi Hallie, Thanks for staying in touch. Our work three years ago is still paying dividends. Turns out that was a long term investment. I appreciate your tidbits every now and then. Just seeing your name in my in box reminds me of the goals and ideas we discussed. Happy Spring! All Best, W Woods Coaching is a long term investment for yourself that will pay for itself ten-fold over time.  It’s not like buying a new car where you drive it off the lot and it decreases in value. If you are committed, do the work your coach suggests and remain open-minded the value of coaching can last for a lifetime. It costs money and you need to balance that with your budget needs of course, but I see a lot of people so fearful about the cost that they let it stand in their way of getting the help they need. Don’t let this be you. What I tell my prospective clients is this:  Find a balance between stretching your budget and being comfortable with what you’re spending. Make your decision about working with a career coach from a place of empowerment and abundance, not fear. Decisions made out of fear almost never go right. Find a way to make it work. A way that feels good for you, like you are doing something for yourself and taking a stand for your goals. Career Transition Coach