In this video, learn the three rituals to quickly and effectively shift how you are feeling from the moment you wake up, in order to build and keep a positive attitude throughout the day while serving your customers.
- Imagine this scenario for a second. You encounter a rude, impatient customer who's returning an item without a receipt, and you don't have it in stock. You're also under staffed that day, and there's a long line of glaring customers waiting to be served, while the phone is ringing off the hook. How are you supposed to deliver excellent customer service in this situation? It's a lot easier than you might think. One way to start is coming to work with a positive attitude.
I know this is great in theory, but how do you do that? You need to establish daily rituals that have a positive impact on your day, and carry over to your customers. Some people are in the habit of waking up and immediately checking email or news headlines. Instead, what if the first thing you do is to take a moment for yourself? What I call, gratitude time. Devote 10 to 20 minutes when you start your day to feeling good through prayer, meditation, or even journaling.
Think about everything you're thankful for, and this will put a smile on your face. Even if you have some challenges, and things aren't going the way you want. This gratitude practice will make you feel good. Second, get your body moving. It could be exercise like walking, or yoga, or running. Maybe it's dancing to positive music, or even singing. So, I've got two small children. When we wake up in the morning, we put on fun music, sing and dance.
We all start our day feeling amazing, and this positivity carries through to my customers later in the day. Third, I know you've heard this before, but having a nutritious breakfast makes a difference. Many of us don't always feel like there's enough time for breakfast. But it's been proven that a healthy breakfast can increase your productivity at work up to 15%. And finally, on your way to work, listen to something positive. Uplifting music is a powerful way to feel good.
It goes straight to your nervous system. Listen to career training or motivational tracks. Now, take a moment and consider how much news you listen to each day. Is it made up of positive, or negative? And how do you feel after listening to those negative stories? Here is a challenge for you. Cut out the news for seven days. It's going to feel weird at first, but don't worry. You might say, but I need to stay informed.
If anything big happens, your friends will fill you in. I promise. I can relate, because I used to start my day reading the newspaper and running the live, breaking news channel all day in my office. I didn't feel so great, and finally figured out why. Remember, you can take control of your attitude, so make sure it's a positive one. For the next week, start your days with positive morning rituals. In fact, you can do these rituals at any time of the day. Have fun with this, and notice how incredible you feel, and how this rubs off on your customers.
In this course, learn techniques to deal with upset customers, and show empathy with active listening. Instructor and customer service expert David Brownlee—the author of Rock Star Customer Service—also provides etiquette tips to ensure quality service at every point of interaction: from the moment customers walk in the door to keeping them happy while they're on hold.
- Why it matters to deliver good service
- Creating a positive attitude
- Delivering a good first impression
- Dealing with upset customers
- How to listen
- Retail etiquette, including phone etiquette