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.
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