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WORDS OF WISDOM
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Empathy is as good for the giver as it is for the getter.
-Donna Long
Brain cells create ideas. Stress kills brain cells. Stress is not a good idea.
-Richard Saunders
Nothing is so contagious as an example. We never do great good or evil without bringing about more of the same on the part of others.
-Francois De La Rochefoucauld |
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YOU CAN'T MANDATE ATTITUDE
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Delivering exceptional customer service starts with the right attitude. When someone is thinking good thoughts, or feeling good about themselves and their surroundings they are more likely to portray a pleasant demeanor. When I worked at Disney one of my favorite things to do before my shift in the morning, or during my lunch hour was to just sit on a bench near Main Street or Cinderella's Castle and watch families. It was inspiring to see parents and grandparents relating to kids with enthusiasm and joy. Occasionally, however, I would witness an adult demanding that a child start having a good time or else. Their behavior led me to believe that they honestly thought they could mandate fun. The more successful parents just modeled the pleasant behavior, creating laughter while eliminating tears.
Adults aren't much different. We tend to emulate the behaviors that surround us. It's no secret that service providers often even mirror the treatment they receive from their management. As a leader, it is important to remember that employees are your internal customers. Think about the behaviors you model and especially how you treat employees. Do they get the same level of service that you provide external customers? Better yet, do you treat employees the way you want them to treat their customers? |
DECREASE STRESS
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Stress is a funny thing. When you are feeling it, if you give in and allow your behaviors to match your feelings, the stressful feelings intensify. If, on the other hand, you work to stay calm and think things through, you can decrease the actual feelings of stress. Here is an example:
- A team member transfers an irate and unreasonable caller to his or her leader because the customer has demanded to speak to the manager. There are two typical responses - one where the manager handles the call and then rants and raves with the team member about how ridiculous the caller behaved. And the other where the manager handles the call and then expresses empathy for the customer. This may require choosing to assume the customer must be facing some real challenges in life to behave so inappropriately.
Which of the two scenarios is closest to your typical reaction? What kind of example are you setting for your employees?
Remember - even if you think the customer doesn't "deserve" your kindness - showing empathy decreases stress. Yours, that of your customer, and that of observing employees. |
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SERVICE SAVVY IN DIFFICULT TIMES VIDEO
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Save 20% on Service Savvy in Difficult Times. Click this link to learn more about this customer service video and call us to place your discount order. The participant guide is available on CD so that you can reproduce as many as you need.
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