Here’s a rhetorical question. Have you ever dealt with the employee at a company who obviously didn’t care one ounce whether your problem got solved or not? Of course! Everyone has. How did that make you feel? No doubt, you were aggravated, frustrated and disgusted. You probably just wanted to say, “Can I talk with somebody who cares just a little bit?!”
Now, let me ask you a more personal question. Have you ever treated anybody the same way? Oops! Now am I stepping on your toes? Unfortunately, I think almost everyone who has ever had contact with a customer has made this mistake before. So what does it take? How can we provide excellent customer service on a consistent basis? Do we enroll in more training classes? Can we read more books?
I have found that customer service is only 10% aptitude but 90% attitude.
Regardless of the situation, you have a choice about how you will react. You can let the bad news get you down and spill over into your customer relationships or you can overcome. You can choose to be irritable due to your lack of sleep or you can realize it’s not the poor lady on the other end of the phone’s fault your dog barked all night. Your attitude about providing great service is more important than anything you learned in customer service training.
I’m going to include quote from Rev. Chuck Swindoll that says it all. I encourage you to print this out and hang it in your office or work area.
“The longer I live, the more I realize the impact of attitude on life. Attitude, to me is more important than the facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or do. It is more important than appearance, giftedness or skill. It will make or break a company. a church. a home. The remarkable thing is we have a choice every day regarding the attitude we will embrace for the day. We cannot change our past. We cannot change the fact that people will act a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is attitude. I am convinced that life is 10% what happens to me and 90 percent how I react to it. And so it is with you. We are in charge of our attitudes!”
– Reverend Charles Swindoll,
Insight For Living http://www.insight.org.
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