Join Jeff Toister for an in-depth discussion in this video Anchoring your own attitude, part of Customer Service Foundations (2014).
Having a positive, friendly attitude is essential to outstanding customer service. Think about the experiences you've had as a customer. Service is always better when you encounter a customer service rep with a great attitude. They can make problems seem smaller and good experiences become great ones. For many customer service professionals, maintaining a great attitude is second nature. Your not alone if your one of those people who likes helping others and making your customers happy. Studies show that this is what customer service employees like most about their jobs.
However, there are times when we find ourselves in a bad mood. 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 because it anchors your attitude in a positive place. Before I share the attitude anchor technique with you, let's take a moment to look at some ways our own attitude can be negatively impacted. Here are a few examples. Negative customers. Difficult coworkers. Frustrating problems. Feeling tired or ill.
Demanding bosses. Think about other items you might add to your list. What gets you down or makes you frustrated at work? We could 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, because they thought you were in a bad mood. Researchers have found that we can catch someone else's bad attitude and not even know it. It shows up in our body language and our tone of voice. And it signals others that we're not feeling well before we're even aware of it.
Of course, once you're aware that you aren't in a positive customer focused mood. You need to do something about it. Let's go back to that attitude anchor concept I mentioned earlier, and I'll show you how it works. You may want to download the worksheet for this exercise, or just use a piece of paper to take some notes. An attitude anchor is something that helps you anchor your attitude in a positive place. There are two kinds, maintenance anchors and repair anchors, let's talk about maintenance anchors first. Maintenance anchors are things that help you maintain a positive, up beat and customer friendly attitude.
Use the worksheet or a piece of paper to make a list of things you can do, on a regular basis, to ensure you're in a good mood. This list is personal. So it's different for everyone, but I can give you a few examples. Exercise, getting plenty of sleep, spending time having fun with friends and family, caring for your children, playing with pets. Reading a good book, or playing games. The list of possibilities is endless, but it should be personal to you. For example, I enjoy hiking.
It always leaves me feeling mentally refreshed and in a really good mood. But if you don't like the outdoors, then hiking wouldn't be a good attitude anchor for your list. Only include things that make you happy. The next type of attitude anchor is a repair anchor. This is something that can help you get back in a positive mood, when you start feeling a little grumpy. Make a list of things you can do to fix a bad attitude. Once again, the list is personal and is different for everyone, but I can give you a few examples. Take a walk, have some chocolate or a cup of coffee, spend a moment talking to a co-worker, listen to music or look at pictures of your children or friends.
Now that you've made a list of your maintenance and repair attitude anchors, try to incorporate them into your daily life. Take responsibility for choosing to have a positive, customer-focused attitude by anchoring yourself in the right place.
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- What is outstanding customer service?
- Identifying your customer
- Creating a customer service vision
- Enhancing likability in person, over the phone, and via email
- Actively listening to customers
- Going the extra mile
- Taking ownership of problems
- Diffusing angry customers
- Using data to evaluate and improve your customer service<br><br>
- The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.