There are times when we find ourselves in a bad mood. The attitude anchor can fix a negative attitude or help you maintain a positive demeanor.
- Having a positive, friendly attitude…is essential to outstanding customer service.…For many customer service professionals,…maintaining a great attitude is second nature.…You're not alone if you're one of those people…who likes helping others and making your customers happy.…However, there are times when we find ourselves…in a bad mood.…It's during these moments that you can use…a technique called the attitude anchor…to help yourself start feeling positive once again.…Before I share the attitude anchor technique with you,…let's take a moment to look at some things…that can negatively impact our own attitude.…
Here are a few examples.…Negative customers, difficult coworkers,…frustrating problems,…feeling tired or ill,…and demanding bosses.…Think about other examples you might add to your list.…What gets you down or makes you frustrated at work?…We can even catch a bad attitude from someone else.…When this first happens, we might not even notice it…until it affects others.…Has someone ever asked you what's wrong…
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- Explore how you can use customer surveys to build rapport.
- Name three ways you can use active listening to serve your customers more effectively.
- Identify the different types of needs that must be addressed in order to solve problems.
- Explain the benefits of taking ownership of a problem.
- Define “preemptive acknowledgment” and recognize its impact on customer service.
- List three types of attitude anchors and explain their differences.