Jerome was exceptionally good at customer service; he always received rave reviews from his customers. But Jerome felt like he knew everything there was to know about customer service, and, therefore, he did not need to attend any training or conferences. His attitude was that he knew it all. Because of that, his professional growth would be limited.
Patty would go to the ends of the earth for a customer to help them out with something relating to her job or her department. But if Patty received a call, and it was unrelated to her job or department, she had no interest in helping. She would tell the person that they needed to call somebody else or that it was not her job. Her overall performance in customer service was limited because of her inability to take any ownership over things that were not directly related to her.
Maddy could’ve been a star in customer service. If she was having a good day, there was nobody more responsive, more cheery, more empathetic, more courteous and respectful than Maddy. But if Maddy was having a bad day, then watch out! Any emotion she was feeling inside was immediately going to come out. Any difficulty she was having personally was going to come across in her voice to the customer. Her attitude was “The customer is going to get whatever it is I feel like giving them based on how I’m doing that day.”
These three people in many ways were outstanding in customer service. But each – in his or her own way – was limited in their overall capacity to deliver great customer service by some flaw in their attitude. In customer service, an employee’s attitude can enable success…or limit success.
Ensure you bring an attitude that allows you to continuously deliver great service and continuously improve your performance.