Customer Service Attitude

8/6/2019 Customer Service Attitude

1/34

1


2/34

2


3/34

3


4/34

What is the number one quality thatcan help a service professional

succeed?

Is it friendliness?

How about the ability to work

effectively with others?

What about being a team player?

4


5/34

Then there is always havinggood communication skills.

The most important quality anindividual must have to

succeed in business or in life,

by far, is a positive attitude.

5


6/34

How and why does one person

quickly bounce back after a risk

has failed while another spends

years regretting their decisionand repeatedly verbalizing "if

only I had..."?

6


7/34

What element always seems to

help one person achieve their

goals, while another individualcannot get past their last attempt

ten years ago to create a dream?

7


8/34

Why does one sales clerkwillingly help an irate

customer while anothertakes the verbal

accusations personally?

8


9/34

People who bounce back from failure and can

see beyond the customer's frustration tocomplete their goals have a magical ability. It

is called a positive attitude! The individual

with a positive attitude always seems to

magically pull the rabbit out of the tall top hat

just when you think they can't. Part of the

reason they can is because they believe they

can. Their attitude is one of can do! Ourthought process and how we choose to think is

reflected in our attitude.

9


10/34

Throughout life, we record each and

every experience in oursubconscious mind. For the most

part, we are unaware we have stored

these experiences away in the filing

cabinet of our mind. At some future

point, a new event will trigger the

memory of an old experience.

10


11/34

For example, a beautiful sunset may

remind you of a vacation trip to Hawaii.It is important to note that our brain is

capable of both recording and playing

back memories. Second, when we do

recall a memory, it is the emotions and

feelings we re-experience, not the facts

and figures from the memory. Finally,

the reason we re-experience those

feelings and emotions may be based on

either positive or negative memories.11


12/34

When we interact with customers,

sometime a shirt they are wearing, aperfume they have on, or the way

they walk can trigger a subconscious

memory from our past. The way wehave become accustomed to

remembering given events can have

a major effect on our reaction toothers regardless of the reality of the

situation.12


13/34


14/34

Positive attitude can be defined as a

helpful state of mind or a feelingregarding a situation or fact. It is how we

perceive events, experiences and things

in our lives. An individual with a positiveattitude sees and finds opportunities

while others do not. They choose to view

the irate customer as an opportunity forservice not as a problem.

14


15/34

Everyone has at some time been challenged by adifficult customer. The skilled professional is constantlyfaced with situations that require the utmost skill, tact,

diplomacy and positive attitude in order to succeed ineven the most adverse conditions. We can choose ourresponse to any situation. We also have a choiceregarding our attitude. A positive attitude is deeplyrooted in our character. Be encouraged, characteraspects can be learned. It takes practice and awillingness to change. The following suggestions areways that you can strengthen your attitude and create awinning situation for the client and the organization.

15


16/34

Realize that a positive attitude is a

matter of choice. We decide thepositive aspects of any situation and

choose our reaction. Focus on the

customer's needs and wants, not theirangry tone.

16


17/34

Always strive to improve your attitude.When negative thoughts arise, ask why.

If it is appropriate, resolve the issueimmediately rather than burying the illfeelings. Replace the negative thoughtswith positive ones. Whenever a

negative thought arises, alwaysacknowledge it and refocus on thepositive.

17


18/34

Gossip usually carries a negativeconnotation. People choose to spread

rumors because it makes them lookgood, feel better or casts an unfavorablelight on the individual. It may make the

gossiper feel better, but can also doirreparable damage. Refuse to spread orlisten to gossip. You will avoid negativethoughts and messages.

18


19/34

When we focus on being a positive provider

of service, responsive to the customer

regardless of their attitude, we present apositive image for others to see and emulate.

The impression we present of our business is

favorable and memorable. People want to bearound positive individuals and are more

willing to follow the example you will set.

19


20/34

When a problem arises, resolve it. Avoid

placing blame on another department or

employee for a mistake. When you blame

someone else for the problem in front of acustomer, it only generates more ill feelings

toward you and your organization. The key is

the customer wants the issue resolved, so beaccountable for your organization and provide

alternatives in order to fix the situation.

20


21/34

If you find your self-talk is negative,resolve the situation. Create and adopt a

positive view of the world. Thatincludes thinking positively aboutyourself, your work and your abilities.If you need to, post inspirational and

positive thoughts in easy to see places.This will help you refocus whenthoughts do go astray.

21


22/34

Recognize areas you need to improve.

Establish personal and professional goals

and objectives for improvement. Tackle

the most difficult areas first. Look for the

positive during your personal growth and

change processes. Maintain a high

personal standards and anticipate that

you will achieve your goals.22


23/34

Hear what you say to others. Listen to your

tone of voice. Mentally observe your body

language. Are your statements upbeat andpositive, or negative and condescending? Is

your message delivered with enthusiasm and a

smile or laced with anger and frustration?People will mirror your message and your

body language. If your speech is positive you

can expect a favorable response.

23


24/34

When we delay the resolution ofconflicts it allows more time forpeople to let the situation fester andcreate negative scenarios. Address a

conflict when it arises and illfeelings will be doused before theyhave the opportunity to begin.

24


25/34


26/34

Avoid people who are negative inthought and action. Surround

yourself with positive people.Negativity breeds more negativity.When you are around others who

have a positive attitude it will beeasier for you to remain upbeat andfocused.

26


27/34

Look for positive solutions tochallenging situations. Don't wait to take

action. Customers are anxious to resolveissues. When the resolution stage isdelayed, it generates more frustration andanger. Your genuine concern and upbeat

willingness to take immediate action willbe remembered longer then the negativefeelings.

27


28/34


29/34

Example: After the post office, I went to a local

florist to get flowers for a celebration event. As

soon as I entered the store, the store clerk said"Hello and welcome." As I decided what I

wanted and got in line, she said, "Ill be right

with you as soon as I finish up with this

customer." I felt appreciated and was willing towait my turn patiently. I will go there first the

next time I need flowers.

29


30/34

Answer the phone and/or provide a relatively

quick and easy way for people to contact you

with questions. Ask, "How can I help you?" Provide your name to the customer so they know

who they are talking to.

Ask for the customers name and phone numberso you can call back if disconnected for follow-

up.

30


31/34

Treat the customer with respect. Treat them as if

they are the most important thing going on in your

world right now.

Ask clarifying questions to determine the nature of

the issue that is being discussed. Take time to understand the customers issue before

offering suggestions for resolving the issue.

Be patient and compassionate. Remember that the

customer called because they have a problem theyneed solved. The customer is often stressed and

seeking help from an expert. You are that expert.

31


32/34

After giving information, double-check to make sure theinstructions or next steps are clearly understood by thecustomer.

Say "thank you" for calling, for coming to the store, forvisiting the website or for purchasing the product orservice.

Ask if there is anything else you can help while you aretalking.

The company or organization you work for may be judgedby your response to a single customer. You could betalking to the company president or the government agencyhead without realizing it. You could be talking to the nextbig client of your company, someone on the board of

directors, the next president or your own next boss. Youcould be talking to someone like me yesterday - who justhad a very unfortunate accident and needed help. Youcould make someone's day much better just by beinghelpful.

32


33/34

33


34/34

34

Documents

Customer Service Attitude