“The control center of your life is your attitude.” — Author Unknown
In my job, I observe behaviors on a regular basis and use positive and negative real life customer service stories to train sales representatives, receptionists, customer service call center representatives, help desk analysts, and various levels of executive management how to change negative attitudes into positive which not only benefits the customer and the employee, but will have a direct effect on the reputation of their organization.
Among other things, I have found that body language sends non-verbal messages to those around you and has a direct relationship upon your attitude.
Whether we admit it or not, many people are judged by others in the initial moments of contact which establishes a lasting impression and impact on how successful or unsuccessful we are in business or in our personal lives. Our attitude speaks volumes about who we are before we actually vocalize anything! Read more →
I have had the privilege to speak to many organizations in various places to talk about providing exceptional customer service to every customer every time. A few times I received feedback from the audience stating that providing consistent exceptional customer service every time is a “common sense” act. I agree, it is a common sense act. The problem is that this “common sense” act is not implemented in many customer service transactions resulting in a loss of customer base, reduced profit margin, and producing low employee morale.
What does low employee morale have to do with poor customer service? If corporate profits suffer as result of a loss of its customer base, it is very possible that this will result in reduced/eliminated employee raises, reduced/eliminated profit sharing checks, bonuses, and other employee perks. These factors can have an adverse affect on an employee’s frame of reference on how they perform their jobs which, in turn, directly affects their customer service delivery.
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