15 March 2022| From the friendly caves of Pixie Hollow.
Jim Key was a horse who could read, write and do maths.
He was called Beautiful Jim Key.
Jim's came into the ownership of a former slave. He was born into a circus, and when his mother died, "Dr" William Key took ownership. Key was a self-taught vet, and he came into possession of Jim and his mum when the circus didn't want to look after a sick horse.
This afforded Key the ability to observe Jim.
He apparently observed him to be uniquely intelligent.
Thus, he set about to train the beautiful horse.
Claiming that he only ever trained using beauty, treats, and love, William Key taught Jim to read, to write, and to do simple mathematics like figure change using a cash register.
Jim came to popularity because he went on tour.
One promoter was in such awe that he worked relentlessly to help Dr Key bring Beautiful Jim to a wider audience.
One President of the US, William McKinley, was so astonished by what he witnessed that he was voluble about the powers of kindness and patience, gushing to anyone who would listen.
In 1904, Beautiful Jim was one of the most-visited exhibits at the World's Fair. He was also a spokeshorse for the Humane Society.
Beautiful Jim died five years after Dr Key, in 1912, and people are still amazed at his capabilities.
The point of this story is to encourage you to be patient and kind, no matter what your clientele throws at you and no matter what you go through having to build a beautiful communication experience for them.
You'll notice that many call centres now preface their IVRs with comments like we'll hang up if you're rude.
You'll also notice that very few call centres are set up in such away that calls are always answered by a human within three rings, with expectations established immediately.
I often wonder how different our lives would be if we eliminated frustration-causing automation in favour of patience, love, and kindness.
Imagine!
Ring, ring, ring.
Agent: Good morning, welcome to Kind Biz 101, you're speaking with Abbie.
Person: Hi Abbie, my name is Johnson, and I need to do XYZ.
Agent: You need to do XYZ? Johnson, the team has a waiting time of 10 minutes. But you could get a call-back within five. [separate teams, separate functions] What would you like to do?
Person: Oh! I'll take a call-back, thank you.
Amazing, right.
Better than:
Automated agent: In two words, tell me the reason for your call today.
Person: I need to do XYZ.
Automated agent: I didn't quite get that. In two words, tell me the reason for your call today.
Person: XYZ.
Automated agent: I didn't quite get that. In two words, tell me the reason for your call today.
Person: F**%*$ XYZ. **presses buttons**
People say being kind doesn't pay.
To those people, I say: Put it to work in your CCX system and then tell me it doesn't pay.
xx Leticia "kindness is everything" Mooney
Please let me know what I can do for you.
Leticia Mooney is a consultant with decades of experience writing with and for people like you. Her company Brutal Pixie casts the the kind of spells your customers love. Its services are oracles (communication strategy, CCX, audits, investigations, quality assurance), metamorphoses (training, mentoring, coaching, wargaming), and your stories in magick hands (ghostwriting, content writing, editorial support). Leticia is
also the mother of an intelligent, engaging, and curious boy, who is named after a character created by J.R.R Tolkien.
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Brutal Pixie Pty Ltd works worldwide.
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