attitude

Reach Out to Customers the Right Way - 3/31/20


Depending on what industry that you work in, business is either booming, or it’s greatly slowed down.  I’m not sure if there’s much of a middle ground these days – where industries are working as normal. If you’re in one of the industries where business has slowed, there may be Read more

LEAD them Away from Anger - 3/24/20


Last week we addressed keeping our personal sanity.  This week, let’s discuss dealing with customer insanity.  That may not be the best choice of words, but many customers are overreacting.  In last week’s Tip, we discussed dealing with emotions of anxiety and nervousness from customers, but many customers are Read more

4 Tips for Personal Sanity in Public Crisis - 3/17/20


We can only control what we can control.  There are times like these where the healthcare world is fighting a quickly-spreading virus, and governmental, business, and other organizations are making changes to try to mitigate risks and find solutions where possible. With all this activity swirling around us, we still Read more

Create Mutually-beneficial Relationships - 3/10/20


We have worked with many clients over the years who have long-term staff in customer service roles.  At some point, the company decides to add a sales component to the responsibilities of the representatives, and the sparks start to fly! I was not hired to sell. This is not in Read more

Predictability Excites these Customers - 3/3/20


Sherrie had used that airport one too many times.  Sure it was convenient to her home, only 20 minutes away, but it seemed like every time she scheduled a flight, there was a delay.  And since it was not a “hub” airport, if she had to fly any significant Read more

Who Loves Ya, Baby? - 2/25/20


Telly Savalas played Kojak - a hard-nosed detective who solved crimes while eating a lollipop.  He was a tough guy with a tough attitude but a soft side.  He used to say:  Who loves ya, baby? So, who loves their customer? If you want to see somebody who loves their Read more

6 Actions for Attitude Adjustments - 2/18/20


The battle over one’s attitude can feel like a never-ending fight… I need to stop letting little things bother me. I need to not let that customer’s anger infect my mindset.  Just because my co-worker isn’t doing what they said they’d do shouldn’t mean that I should have an attitude Read more

A Hair-Cut Above...and Below - 2/11/20


After going to the same barber for more than a decade, I decided to leave.  The customer experience went down, and the price went up.  For my last several visits, I was the one who was driving the conversations – when I could get a word in edgewise between Read more

When Employees Fight Over a Customer - 2/4/20


There’s nothing like the feeling of comfort I get from a warm greeting at a business establishment.  A feeling of “you are my most important customer” and “I cannot wait to serve you” brings a tear to the eye of a customer service consultant.  But that’s not the only Read more

LOTS of Opportunities to Appreciate Customers - 1/28/20


They give us their money, and we give them merchandise. We say “Thank you!”  That is the old-time stereotypical opportunity for a company to thank their customers.  But there are opportunities all day long for us to convey appreciation to our customers. Beyond the actual transaction, there are so many Read more

4 Tips for Personal Sanity in Public Crisis – 3/17/20

Posted on in Customer Service Tip of the Week Please leave a comment

We can only control what we can control.  There are times like these where the healthcare world is fighting a quickly-spreading virus, and governmental, business, and other organizations are making changes to try to mitigate risks and find solutions where possible.

With all this activity swirling around us, we still have jobs to do.  We still have the work and the customers and the daily responsibilities, and we are expected to perform well even as changes around us become – temporarily, we believe – more unpredictable.

How do we get our mindset and focus on the task at hand or the person we’re serving with everything swirling around us?  Here are 4 Tips:

  • Get Educated, but not Inundated: Know what you need to know about the virus, appropriate personal hygiene practices, and other activities that could keep yourself safe.  Know key facts, but make sure you’re giving your mind a break from non-stop news and discussions on the topic.  Ensure you are giving yourself some balance.
  • Prepare for More Anxiety-filled Discussions: We’ve experienced this with some of our clients and their customers over the past 2 weeks.  There’s more emotion, fear of the unknown, quicker turnaround time expected on requests and complaints.  This is something for which you can prepare – alleviating customer anxiety using our STEP UP technique.  In a nutshell, the CSS technique states:
    • Share your understanding of their situation – offering some empathy
    • Tell them about yourself and how you’ve helped people in similar situations
    • Explain the Process for how you’ll address their concern, and ensure they understand
    • End UP! Close positively, thanking them for contacting you and sharing the concern.
  • Care for Your Own Mental Health: I’m no clinician, but it’s clear that plenty of rest, plenty of fluids, occasional deep breathing, and movement keep you feeling better physically/mentally.
  • Take Action Focused on Today’s Priorities: Even if you don’t know what tomorrow will bring, map out today.  Identify the “big rocks” – those higher priority tasks – and act on them first so you at least get the top items addressed most days.  Having a plan, working the plan, and celebrating the work every day can help with our mental mindset.

We can only control what we can control. Use these four tips to create a little personal sanity for yourself.

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6 Actions for Attitude Adjustments – 2/18/20

Posted on in Customer Service Tip of the Week Please leave a comment

The battle over one’s attitude can feel like a never-ending fight…

I need to stop letting little things bother me. I need to not let that customer’s anger infect my mindset.  Just because my co-worker isn’t doing what they said they’d do shouldn’t mean that I should have an attitude of indifference toward promises I made to others. Sure, I’m having a good day, but that negative political link on the internet sure looks interesting.  I really enjoy my customers, but all I can think about is this frustrating computer system that I have to deal with every day.

We may want to be optimistic or have a great attitude, but there are challenges and obstacles and negativity around us.  Our attitude is a decision we make, and it is reflected in how we go through the day, how we respond and react to others, in what we do and what we decide not to do.

So, if Attitude is Everything, how do you maintain the best attitude possible?

What we’re talking about here is how we’re wired, our mindset.  The attitude we employ is based on who we are, how we talk to ourselves, and what we view as our purpose.  Granted, it has many obstacles.  It is a sum total of every day we’ve lived, it is affected by the challenges we face during the day, and it has the worries that we think about what could happen tomorrow.

While I don’t have that silver bullet answer that will help you win the battle over your attitude every day – trying to make it positive/optimistic – here are 6 actions that I take to get my mind right:

  • I read something positive when I wake up in the morning, and I read something positive when I go to bed at night.
  • I avoid information sources or articles that have no bearing on my work or my life, but which have an obvious negative tone or slant.
  • I tend to gravitate toward people who seem more positive and who seem to share my values, and I try to reduce the amount of time I have to engage with those who are perennially negative.
  • I try to empathize and understand others who may be different or negative or complaining, because in that understanding my negativity toward their attitude tends to go away.
  • Many times throughout the day, I give thanks or celebrate small successes, even if it’s a success only I experience.
  • And as I’ve mentioned a couple times in these tips over the years, at the end of a work day, I total up a list that I create through the day of successes, and I just read it back to myself. It is too easy to forget all the successes when you’re in the midst of just trying to get 100 things done during the course of a day.

So much of how our lives turn out is based on the attitude we bring in. It’s easier for some than others to have that kind of attitude that will help us to live out our purpose and to engage others positively.

But whether it is easy or hard for you, be intentional about filling yourself up with the kind of things that bring out the attitude in yourself that you’d love to see in others.

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Stop Rolling Your Eyes – 5/7/19

Posted on in Customer Service Tip of the Week Please leave a comment

Most of our customer service tips offer advice and guidance. But advice and guidance is useless if the individual receiving it is not willing to listen, learn the theory behind it, and try to apply what they’ve heard or learned.

I’ve personally facilitated hundreds of training sessions with clients over the years, and it doesn’t happen terribly often, but sometimes I will notice an attendee rolling their eyes when I suggest something, or they’re saying something under their breath to the person sitting next to them. Often, I can tell by reading the body language or hearing a little bit of what was said that the point they’re making is “That wouldn’t work with our customers.”

Maybe what we’re suggesting wouldn’t work, since nothing works on 100% of the customers in 100% of the situations. But unless an individual employee has a perfect batting average in their encounters with customers, they can learn more. And even if they are “batting 1000,” the situations tomorrow, the customers tomorrow, the processes of tomorrow, and the technology of tomorrow will all be different, and that risk of striking out is back in play.

So, today’s Tip is not a specific technique. It’s not a specific how to. It’s a suggestion to listen when a co-worker suggests something. It’s a suggestion to be open to hearing a success story and spending a minute to think about how you can apply that to your daily work. It’s a suggestion to hear a technique and not dismiss it because your customers are different. Rather, consider how to apply the why behind the what to what’s unique about you, your company, and your customers.

Being open to learn and grow is one of the greatest assets you can have in this rapidly-changing world of customer service.

View every encounter with your leaders, your peers, your trainers, and your customers as an opportunity to listen and to learn.

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