built.

And above all they know that a great Attitude will carry the day when all of the computers crash, the copy machine quits and three cashiers call in sick.

The last thing you want is a sniveling Schleprock or Eyore getting in the way of making the day’s lemonade from the lemons. Their Attitudes hang around just under the surface, waiting for a chance to burst out and spray everyone with a dose of “woe is me, this place is terrible and I told you so.”

We can only go as far in Customer Service as our Att

In one of my first articles I talked about the Attitude required to be a Professional Customer Service Representative. There has been a growing clamor, if you will, about the state of Attitude in our Customer Service organizations.

Last weeks post on that popular website and the response from the CEO of that company is really only the tip of the iceberg in Customer Service waters.

It is the beginning of an ever growing serious problem that is going to be to be the focal point from boardroom to coffee house.

How are we going to improve our Customer Service? And why is this now becoming such a large issue?

Because we have a big lump of population that is going into retirement and taking all of their values with them. And it is creating a vacuum whereby all of the traditional set of skills that relate to taking care of the Customer is leaving with them. Among other things required for exceptional Customer Service, (like Education, Communication Skills and Training), there were two items that are absolutely essential to providing exceptional Customer Service.

Friendly Attitude.

One of my favorite passages about Attitude comes from Earl Nightingale’s Lead the Field. If you have not heard this series on cd you might want to get your hands on the set as soon as possible. In it he says that the Attitude of a person determines that persons results.

Bad Attitude, bad results. Good Attitude, good results. It’s a very simple formula.

The point I am making here is that currently we have a lot of people without the proper Attitude in positions that require the proper Attitude.

And it comes back to the 3 principles when hiring for Customer Service positions.

Hire Friendly.
Hire Trainability.
Hire Competence.

The Friendly person generally speaking has a great Attitude, if they are genuinely friendly. They let things roll off their backs like water off a duck. To them even the smelliest job has merit. They know that their contribution may not be the biggest brick in the wall; however, without their brick the wall won’t be built.

And above all they know that a great Attitude will carry the day when all of the computers crash, the copy machine quits and three cashiers call in sick.

The last thing you want is a sniveling Schleprock or Eyore getting in the way of making the day’s lemonade from the lemons. Their Attitudes hang around just under the surface, waiting for a chance to burst out and spray everyone with a dose of “woe is me, this place is terrible and I told you so.”

We can only go as far in Customer Service as our Atti

>How are we going to improve our Customer Service? And why is this now becoming such a large issue?

Because we have a big lump of population that is going into retirement and taking all of their values with them. And it is creating a vacuum whereby all of the traditional set of skills that relate to taking care of the Customer is leaving with them. Among other things required for exceptional Customer Service, (like Education, Communication Skills and Training), there were two items that are absolutely essential to providing exceptional Customer Service.

Friendly Attitude.

One of my favorite passages about Attitude comes from Earl Nightingale’s Lead the Field. If you have not heard this series on cd you might want to get your hands on the set as soon as possible. In it he says that the Attitude of a person determines that persons results.

Bad Attitude, bad results. Good Attitude, good results. It’s a very simple formula.

The point I am making here is that currently we have a lot of people without the proper Attitude in positions that require the proper Attitude.

And it comes back to the 3 principles when hiring for Customer Service positions.

Hire Friendly.
Hire Trainability.
Hire Competence.

The Friendly person generally speaking has a great Attitude, if they are genuinely friendly. They let things roll off their backs like water off a duck. To them even the smelliest job has merit. They know that their contribution may not be the biggest brick in the wall; however, without their brick the wall won’t be built.

And above all they know that a great Attitude will carry the day when all of the computers crash, the copy machine quits and three cashiers call in sick.

The last thing you want is a sniveling Schleprock or Eyore getting in the way of making the day’s lemonade from the lemons. Their Attitudes hang around just under the surface, waiting for a chance to burst out and spray everyone with a dose of “woe is me, this place is terrible and I told you so.”

We can only go as far in Customer Service as our Att

iding exceptional Customer Service.

Friendly Attitude.

One of my favorite passages about Attitude comes from Earl Nightingale’s Lead the Field. If you have not heard this series on cd you might want to get your hands on the set as soon as possible. In it he says that the Attitude of a person determines that persons results.

Bad Attitude, bad results. Good Attitude, good results. It’s a very simple formula.

The point I am making here is that currently we have a lot of people without the proper Attitude in positions that require the proper Attitude.

And it comes back to the 3 principles when hiring for Customer Service positions.

Hire Friendly.
Hire Trainability.
Hire Competence.

The Friendly person generally speaking has a great Attitude, if they are genuinely friendly. They let things roll off their backs like water off a duck. To them even the smelliest job has merit. They know that their contribution may not be the biggest brick in the wall; however, without their brick the wall won’t be built.

And above all they know that a great Attitude will carry the day when all of the computers crash, the copy machine quits and three cashiers call in sick.

The last thing you want is a sniveling Schleprock or Eyore getting in the way of making the day’s lemonade from the lemons. Their Attitudes hang around just under the surface, waiting for a chance to burst out and spray everyone with a dose of “woe is me, this place is terrible and I told you so.”

We can only go as far in Customer Service as our Att

de in positions that require the proper Attitude.

And it comes back to the 3 principles when hiring for Customer Service positions.

Hire Friendly.
Hire Trainability.
Hire Competence.

The Friendly person generally speaking has a great Attitude, if they are genuinely friendly. They let things roll off their backs like water off a duck. To them even the smelliest job has merit. They know that their contribution may not be the biggest brick in the wall; however, without their brick the wall won’t be built.

And above all they know that a great Attitude will carry the day when all of the computers crash, the copy machine quits and three cashiers call in sick.

The last thing you want is a sniveling Schleprock or Eyore getting in the way of making the day’s lemonade from the lemons. Their Attitudes hang around just under the surface, waiting for a chance to burst out and spray everyone with a dose of “woe is me, this place is terrible and I told you so.”

We can only go as far in Customer Service as our Att

built.

And above all they know that a great Attitude will carry the day when all of the computers crash, the copy machine quits and three cashiers call in sick.

The last thing you want is a sniveling Schleprock or Eyore getting in the way of making the day’s lemonade from the lemons. Their Attitudes hang around just under the surface, waiting for a chance to burst out and spray everyone with a dose of “woe is me, this place is terrible and I told you so.”

We can only go as far in Customer Service as our Attitude will take us. If you want better service then something has got to change.

Your Attitude, your Personnel or your Vision.

If you are going to change the experience you must change the perception. And you can only change the perception with people who have a great Attitude.