It can be difficult to maintain the positive, upbeat attitude expected in customer service. In this video, learn how to use attitude anchors to adjust your workplace attitude.
- Having a positive, friendly attitude is an essential part…of being a go-to person who serves internal customers…at the highest level.…Maintaining a great attitude might be second nature to you.…People like Janice naturally enjoy helping others,…and it feels great to put a smile on someone else's face…and know you're making an impact.…Now, there are times when we all find ourselves…in a bad mood.…This is especially true when we encounter…a difficult or upset coworker.…As much as we try to stay positive,…research shows that bad attitudes can be contagious.…
Take a moment to think of situations…where you find it difficult to keep a positive attitude.…It could be when you encounter a difficult coworker…or a frustrating problem.…You might have a demanding boss.…And we all struggle to stay positive…when we're feeling tired or ill…or when we have something negative happening…in our personal life.…It's during these moments that it's helpful to have…some skills to get ourselves feeling positive once again.…One tool I use is called an attitude anchor,…
In this course, learn skills and techniques for providing outstanding internal customer service to colleagues within your organization. Jeff Toister shares how to build positive workplace relationships, communicate effectively, and serve coworkers who can be difficult to work with. He also provides techniques for managing—and exceeding—expectations for internal service, and solving problems quickly and effectively.
- Distinguishing between internal and external customer service
- Creating positive workplace relationships
- Working with difficult coworkers
- Practicing active listening to uncover your customers' needs
- Managing internal customer expectations
- Anticipating problems
- Defusing angry colleagues
- Adjusting your workplace attitude