Developing the Specific Skills

In a previous blog I brought up Attitude as one of the attributes that requires development in order to deepen one’s tool box of skills. Each company has their own way of trying to get across to their staff what kind of  attitude they want demonstrated to one another or to customers. I so often find either that companies in the customer service world either put very little emphasis into attitude -aside from either SMILE!  or The customer is always right!- or they splatter slogans all over the work spaces that have corny messages, unreasonable scenarios, and laughable conflict resolution tactics.
They either let employees decide for themselves how to handle a situation (which can be great if they are trained and in a very healthy company culture) or they make the employee a drone reciting all of the slogans. Nothing is more annoying to a customer than an employee who cannot think for him/herself or one who lies and undermines the company in order to make the employee look the best. So be very clear about what the attitude expectations are and then implement them, exemplify them, and create an environment that only fosters that attitude.
Creating a healthy attitude in the culture of our companies is vital at every level; this is why it is always so puzzling to watch the many ways attitude is handled in different companies and by their different managers. Developing the right attitude in staff, while fostering it into the culture of your company, is vital to longevity and imperative to bettering the customer experience.

About christamroszczak

There are many things that we could all say about ourselves in our "about me" information. I would just like to explain -Why- I created this blog. I see a gap in the abilities of the people who move through our workforce. I see a lack of passion, work ethic, drive, respect and feelings of significance. The solution is in the leadership. The leadership needs to drive passion, hold standards, and inspire growth, but all too often, it alienates, turns a blind eye, or shifts blame. My focus is in customer service careers for a few reasons: 1. Customer service is often times where our next generation of professionals will come from. This is because often times they are working through school, in between school, or after school, but before careers. There is an entire niche of people in that very category needing to be believed in, shown how to hold a standard, pushed to be their best and shown how to train others to do the same. 2. We need to lead our middle management to train up everyone to be a trainer in their area. Middle management needs to be consistent with expectations and consequences. 3. We need to show middle management and their teams that everyone should be thinking about not only the job they have, but the job they want because the job they have now will be what sets them up for the job they want later. 4.There needs to be hands on training with management to help break the bad habits and even to form good habits with the new training tools they receive. Managers go to management or leadership training and come back with all excitement yet no follow through. Too often "inspiring" becomes coddling, "leading not managing" becomes making friends or doing all the work oneself, "encouraging" becomes caving, and "holding the standard" becomes pridefully rigid or even hypocritical. Someone once said, Hire slowly and fire swiftly. While this is a strong concept, when put into practice it actually shows the employees that the job is worth getting, they will be invested in and trained well, and that employees who refuse to improve or change a bad habit/attitude will not be allowed to continue to drag everyone down with them. This fair concept shows respect to the other employees and the customers. Holding the standard, being consistent and fair while simultaneously showing honest respect and care for the team at every level will produce success every time. I created this blog for employers and employees to utilize and hopefully get inspiration and some tips on how to create an efficient, productive, and successful working environment no matter what career you choose. We want to empower our employees at all levels to take pride in their work and to foster an environment that allows for nothing else.
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