Attitude is everything

Whether you're in the business world, a professional athlete, or a student, everyone has certainly read or heard many opinions on the importance of attitude in performance. While a few authors may downplay attitude as a primary driver of performance, many more believe it is the key ingredient to high production.

The key is to understand that attitude will always make a big difference - for better or worse. A poor attitude will make the same level of difference as a good attitude, and it will affect your performance, whether you want it to or not.

In a customer service environment, even delivering bad news can generate a positive customer response if you have a great attitude, displaying empathy, concern, and interest in the customer's feelings.

Here are some tips you can use to improve customer service by improving your attitude.

• Always start the day with a good attitude. Be aware that, at first, this may be easier said than done. If you have a naturally "sunny" disposition or are an optimistic person, this may be an easy tip to put into action immediately. But sometimes workplace, personal, financial or other life challenges could create negative influences in your life, and you may have to dedicate more effort to generate this attitude on a daily basis.
  
  
• Smile! While the benefits of a genuine smile are obvious in face-to-face encounters, it has also been proven that smiling while you're on the telephone or even during an online customer service "chat" sends out positive signals to your customer. Although opinions differ on the reasons that smiling is "transmitted" through a telephone line or during electronic communications, there is agreement that it happens consistently. Practice your smile diligently.
  
  
• Learn active listening. Hearing is often mistakenly confused with listening. While hearing is simply a biological function, listening is a learned skill. Superior customer service is dependent on effective listening, and excellent listening is highly influenced by a positive attitude. Remember that active listening also involves asking pertinent questions. This enhances the customer service contact by displaying that you have listened to the client closely, and gives you the proper information to solve the problem or satisfy the request.
  
  
• Don't make empty promises; take action.  All of the benefits of a great attitude could be wasted if you neglect to answer the question or solve the problem. Even if you encounter a serious customer issue, your helpful attitude should diffuse most of the original anger and frustration. Your smile and active listening skills should give your customer the ability to explain their question or problem sufficiently. You should then take action to maximize the good will you've generated. While your attitude is crucial, it cannot answer questions or solve problems without action.

If the question, issue, or problem is beyond your authority, explain that to your customer. Your positive and receptive attitude should permit you to explain the situation positively. Be sure to tell your customer what action you will take, even if it involves moving up the organizational chart to solve the problem. By this time, you should have established your credibility and concern for your customer's issue and they should trust that you will take the actions necessary to provide them with an acceptable solution.

Customer service starts and ends with attitude. While you need to give the right answers and take the appropriate actions, your customer interaction will be most affected by the attitude you display. Your customer, even if formerly displeased, will appreciate your efforts and positive outlook, and this will help you quickly and efficiently solve the customer's concern.

"Attitude is a little thing that makes a big difference."
Winston Churchill

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