How important is attitude one of the delegates asked me on a recent customer service training course, my answer was attitude is everything. Skills and knowledge are important but if the attitude is not right, customers will sense this immediately.
We all know what it is like to deal with an individual who is in a customer service role who does not have the right attitude. Even when dealing with customer service representatives on the telephone we can sense those with a good attitude and those with a bad attitude. I always think it is amazing that you can get a sense of the other person through a phone line thousands of miles away.
When you use the telephone it does not matter whether you are short, tall fat or thin, the thing that makes us successful on the phone is a good self image and the right attitude. In fact this applies to all walks of life people who have a good attitude and positive self-image always appear to do better.
As Kenneth Blanchard states in one of his many books on management ‘people who feel good about themselves produce good results’ This is of paramount importance when dealing on the telephone with customers –if you do not believe in yourself, your company, your product and service and what you are doing, how can you expect your customers to believe in you.
Positive perceptions are vital on the telephone and remember enthusiasm is contagious, some one told me years ago it is so easy to become enthusiastic, all you have to do is act enthusiastic, I have tried this out many times and it is true, if you want to become enthusiastic just act enthusiastic—it works.
As we know our voice on the telephone is our greatest asset but it can also be our greatest liability. A voice that is dead and monotonous can create a negative state of boredom within seconds of starting the call. On the other hand a positive projection of your voice with enthusiasm portrays a belief in yourself your company and your services
I know all this is easy but how do you gain confidence and create a good self-image?
Well there are books all over every library about confidence image and self esteem and I definitely cannot give you all the answers in a short article like this. It does start with understanding and knowledge, you do need to have the knowledge of what you are doing and why you are doing it etc. You need to have sufficient knowledge of your product procedures and processes and then you need to create effective communication skills, customer service training will help to give you some of the key basic skills and practice often makes perfect
It is often said that we should think of the 3 Ps Preparation, Practice and Polish and if we can do this effectively we will definitely improve our customer service communication over the telephone.