In this short clip from our all-time best-selling customer service video Give ‘em the Pickle, viewers are reminded that when we’re interacting with customers, we have to be “on” – providing customers with the most positive experience possible (even on days when we don’t particularly feel like it).
According to Webster’s Dictionary, attitude is a manner of acting, feeling, or thinking that shows one’s disposition, opinion, etc.
What does that mean with regard to customer service? It means that a positive attitude conveys to customers that we appreciate their business and are glad they’re there.
We show an attitude of appreciation by greeting people with smile, serving them with enthusiasm, listening to what they have to say, and doing our best to meet their needs and solving their problems in a satisfying manner.
Conversely, when we come across as down or depressed, fail to show empathy, or act as if the customer’s issue is not our problem, we convey a lack of appreciation.
Customers who feel appreciated and valued are much more likely to come back…and give us a positive review when rating their experience.
If we’re having a bad day or are in a bad mood, we must still smile, remain positive and show the customer we care…even if we don’t feel like it. As the clip above explains, our problems are not the customer’s problem. They may even be having a worse day than we are (we just don’t know it).
Tip:Consistently providing great customer service takes teamwork. On days when you or a co-worker are having a tough time, encourage one another to keep smiling. If possible, offer the other person a short “attitude break” to get some fresh air or regain the right perspective. At the end of the shift, recognize their efforts to stay positive.
For effective training in this area, we recommend our "Pickle" Series: "PICKLES" are those special or extra things you do to make people happy. It's including a handwritten thank you note with every order shipped, walking the customer to the item they're looking for rather than pointing, or simply calling them by name. The trick is figuring out what your customers want ...and then making sure they get it.
Featuring the wit and wisdom of Bob Farrell (founder of Farrell's Ice Cream Parlors), these videos have helped thousands of organizations around the world create a customer-centric culture and build customer loyalty.