self-control

When Jack Gave Arnie a Tip - 1/21/20


Jack Nicklaus may have been the greatest golfer ever.  Many think that Arnold Palmer was the most important golfer of the 20th century.  These two greats were contemporaries, so they became competitors and friends all at once.  And when somebody who is one of the greatest of all time Read more

Make it Abundantly Clear - 1/14/20


Becky was laying in her hospital bed and staring at the whiteboard on the wall.  It had a room number, the room’s phone number, and the date.  It had the pictures of the pain scale, with happy-to-sad faces and ratings from 0-10.  It noted when the last meds were Read more

Become the Wishing Well - 1/7/20


When you don’t know if the next step will solve the customer’s problem, give hope a chance.  If you’re not certain how things will progress on their project, give hope a chance.  If you want to end the conversation by having them feel positive, even if uncertain, give hope Read more

Why Silence is Golden - 12/31/19


In the world of customer service, to begin finding a resolution, sometimes we have to initiate conversation. To keep things moving forward, oftentimes we have to proactively engage in discussion.  To have effective dialogue, we need to avoid those long periods of dead silence. But don’t let those truths of Read more

2019 Holiday Poem - 12/24/19


There is joy absolutely everywhere, Sometimes you just need to look for it. There are birds and babies. There are flowers and sweet older ladies. You just have to look for them. People hold doors open for others, with smiles. There are days when you can see for miles. You just have to look for them. There Read more

Encourage the Customer - 12/17/19


Everybody sing with me:  Feelings, whoa whoa whoa, feelings… Excellent old song, and be thankful that I’m just writing the words and not singing to you.  While not all of us are comfortable with discussing feelings, feelings are an important part of the customer experience. No, you can’t make someone feel Read more

Hearing is Believing - 12/10/19


“I just want to be heard.” When I work with clients whose customers are the community, this is a phrase I’ve heard far too often from residents.  For retail businesses and other industries where there are many choices, often customers will take their business elsewhere instead of complaining.  But with Read more

Assuming the Solution – The Great Time Waster - 12/3/19


Here are 3 customer service scenarios for a college IT department: A staff member calls in and says that they’re having trouble logging in.  The employee responds:  “I can reset your password for you.” A faculty member calls IT and says: “I need help showing a video during class Read more

Become a Best Practice - 11/26/19


When evaluating the service that our clients provide to their customers, we look at all sorts of things – from employee attitudes to knowledge, from service skills to procedures, systems, and technology.  We look at navigation to and within the facilities, and we look at layout and signage and Read more

Serve with Integrity - 11/19/19


I’ve been reading a book recently about a Charlotte-based service company, and the author of the book conveys the CEO’s perspective on management, culture, and serving customers. At the back of the book, the author noted the organization’s Core Values. They are honesty, integrity, fairness, and respect. I literally Read more

Service, Sports, and Self-Control – 10/29/19

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

When I was growing up, I played a lot of golf. I practiced a lot, and I could score pretty well. However, when something went bad, when I hit a tee shot into the woods or dumped an iron shot into a lake, I would become unglued. Then every other shot, every other hole, was an emotional challenge. My attitude suffered, and my score suffered.

These days, I rarely play golf, but when I do there is so much less negative emotion involved after every mistake or every missed shot. Even though I miss-hit a lot more shots than I did when I was playing and practicing, one bad shot does not automatically lead to another. One bad hole does not automatically lead to another.

The difference is partly attitude, but it is also self-control. Self-control has a huge effect on an employee’s success in customer service as well.

It’s very difficult to talk to people via the web, via the phone, face-to-face, and via text, and to be consistently good if we allow one bad encounter to get to us. In customer service, it’s difficult to deal with the angry customers (and the occasional crazy customer!) if we allow that interaction or that one word or just that person’s “way” to influence what we do the rest of the day.

Self-control means making sure that we are listening to our bodies and monitoring our thoughts in these difficult circumstances. It means trying to stay loose and open mentally and physically despite the tension that surrounds us.

Having self-control is about controlling our emotions, being able to get through our initial reactions and – instead –respond in a way that is not knee-jerk. Having self-control means talking positively to ourselves when we’re getting ready to go into difficult meetings or hop on calls with customers who we know have issues. That level of self-control and managing our own emotions will help us to manage our part of the conversation that much better.

The idea is that bad stuff is going to happen in the business world just like I’m going to hit the shot out-of-bounds or I’m going to miss a 2-foot putt in golf. But if you have self-control, bad circumstances do not frustrate you as much. When you do something wrong, you’re not is likely to get angry with yourself, and when bad things happen at one point, you’re less likely to allow those situations to snowball throughout the remainder of your day.

Get in the habit of doing some self-monitoring of your thoughts and emotions so that you have the self-control you need to not let one bad apple or one bad encounter lead you into a bad day.

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