Cultivating Service Attitude

I’m often asked to speak at conferences on how to enhance customer service culture. Sure, it’s easy for employees to be enthusiastic about customer service at a theme park; customers are there for fun. It’s quite another when customers are doing business with you strictly as a means to an end, or when it’s a grudge purchase. In that environment, stressed employees will vent; trading horror stories about proverbial customers from hell. And it’s the last thing you want to have happen. Soon, it becomes OK to badmouth customers behind their backs. Eventually, that disdain gets noticed by customers and the downward spiral begins. That’s why, in my ‘Leading a Customer Focused Team’ presentations, I encourage leaders to stage CAST meetings © (Customer Service Team Meetings) where employees share stories about their favorite customers. Want to enhance customer service attitudes? Facilitate an exchange of compliments – rather than complaints – about customers.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit    www.JeffMowatt.com

 

Today’s chuckle:

If a pig loses its voice, is it disgruntled?

 

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