In banking, healthcare and business, we measure everything. We establish goals and benchmarks. We know exactly where we are in the process. We work together as a team to help each other succeed. We know professionalism when we see it. And yet we sometimes stumble over the details of what it takes to achieve it. For a quick reference, just follow the ABC’s.
Top performers ASK. Be inquisitive. The more questions you verbalize, the more knowledgeable you will become. Understanding the how and the why makes you an asset to your customer, your team and your company. If a call has to be escalated for resolution, take the time to check back later in the day. Find out what happened and the reasoning process or policy used to make that determination. So, what do you want to know?
Top performers BEHAVE in a manner conducive to influencing others. Your dress, body language, tone of voice, clutter-free workstation, responses, even the expression on your face allows others to judge your professionalism. Make them feel welcome. You can’t treat everyone the same, because they are not the same. Match your behavior to the situation. Casual speech, as appropriate to an 18 year old customer, will not be as well received by a 50 year old. Behave well.
Top performers display COMPETENCE. Having the required skills, you never stop learning. Read everything – brochures, manuals, applications, booklets. And just because you knew it, doesn’t mean you still do. Change happens constantly. With technical courses, self-study, or group experiences, you can embrace the requirements of the job, the company and the industry. Your professionalism is up to you.
This is an excerpt from Becky’s upcoming e-book, The ABC’s of Top Performers. Watch this space for news of when and where you can find it.