How does a service professional summon genuine, confident and consistent delivery of excellent customer service time after time, call after call, email after email?
Self Talk. What a professional service provider says to him- or herself over and over is self talk. The ability to identify negative self talk and replace it with positive alternatives is foundational for all else. It can be useful to envision intrapersonal communication occurring in the mind of the individual in a model which contains a sender, receiver, and feedback loop. Some studies suggest we say 20,000 to 24,000 words to ourselves every day. And 90% of those words are the same we said yesterday--and the day before, and the day before. Such are the ruts we can get ourselves into. We have learned it is possible to take control!
Mindset. a set of assumptions, methods or notations held by one or more people or groups of people which is so established that it creates a powerful incentive within these people or groups to continue to adopt or accept prior behaviors, choices, or tools. This phenomenon of cognitive bias is also sometimes described as mental inertia, group think, or a paradigm, and it is often difficult to counteract its effects upon analysis and decision making processes. A person's mindset under boring or adverse conditions as well as amidst normal interactions drives on-the-spot behavior. Mindset becomes a reflex. A positive, can do mindset makes all the difference.
Empathy. Is the capacity to recognize and, to some extent, share feelings (such as sadness or happiness) that are being experienced by another semi-sentient being. Does a professional know how to demonstrate genuine concern behaviorally on the phone, in person or in written media? It is no mystery how to sincerely care. There are specific behavioral habits, which demonstrate to others that a person sincerely cares.
Balance. Readiness to stay balanced when he or she is the target of an irate or out-of-control customer. How a person behaves in stressful
circumstances is a window into the core of their professional disposition.
Self Image. The picture he or she holds of him- or herself as a person and professional; as well as the pictures they have of their customers and their organization itself. I've always remembered what my eighth grade biology teacher said: To belittle is to be little.
Self Talk. What a professional service provider says to him- or herself over and over is self talk. The ability to identify negative self talk and replace it with positive alternatives is foundational for all else. It can be useful to envision intrapersonal communication occurring in the mind of the individual in a model which contains a sender, receiver, and feedback loop. Some studies suggest we say 20,000 to 24,000 words to ourselves every day. And 90% of those words are the same we said yesterday--and the day before, and the day before. Such are the ruts we can get ourselves into. We have learned it is possible to take control!
Mindset. a set of assumptions, methods or notations held by one or more people or groups of people which is so established that it creates a powerful incentive within these people or groups to continue to adopt or accept prior behaviors, choices, or tools. This phenomenon of cognitive bias is also sometimes described as mental inertia, group think, or a paradigm, and it is often difficult to counteract its effects upon analysis and decision making processes. A person's mindset under boring or adverse conditions as well as amidst normal interactions drives on-the-spot behavior. Mindset becomes a reflex. A positive, can do mindset makes all the difference.
Empathy. Is the capacity to recognize and, to some extent, share feelings (such as sadness or happiness) that are being experienced by another semi-sentient being. Does a professional know how to demonstrate genuine concern behaviorally on the phone, in person or in written media? It is no mystery how to sincerely care. There are specific behavioral habits, which demonstrate to others that a person sincerely cares.
Balance. Readiness to stay balanced when he or she is the target of an irate or out-of-control customer. How a person behaves in stressful
circumstances is a window into the core of their professional disposition.
Self Image. The picture he or she holds of him- or herself as a person and professional; as well as the pictures they have of their customers and their organization itself. I've always remembered what my eighth grade biology teacher said: To belittle is to be little.
There is no way to fake genuine, balanced professionalism time after time, call after call, email after email at each customer perception point. Such consistency requires a solid core. In some cases this can be learned -- most cases; not all.
This understanding has become the foundation of our We Care Customer Service program. Successful customer service begins with important core attitudes, which will be reflected daily in on-the-job behavior.
This understanding has become the foundation of our We Care Customer Service program. Successful customer service begins with important core attitudes, which will be reflected daily in on-the-job behavior.
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