Attitude LIBERTY Integrated Learning and Resource Center U N I V E R S I T Y Customer Service Training Attitude
Attitudes Defined Attitudes are the established ways of responding to people and situations that we have learned, based on the belief, values and assumptions we hold. Attitudes become manifest through our behavior. Vadim Kateinikov Note that your attitude is an ESTABLISHED way of responding to people. It is a learned response and therefore can be changed if your attitude is not positive. Because we have a Christian background and belief system, we should want to have an attitude that is honoring to Christ and displayed to those we serve and work with. Our attitudes are reflected by our behavior.
Attitude Drives Behavior Almost always, you have a choice as to what attitude to adopt. There is nothing in any normal work situation that dictates you must react one way or another. If you feel angry about something that happens, for instance, that's how you choose to feel. Nothing in the event itself makes it absolutely necessary for you to feel that way. It is your choice. And since you do have a choice, most of the time you'll be better off if you choose to react in a positive rather than a negative way. When someone comes up to you in a very cheerful mood you almost become cheerful right along with them. This same thing may also happen if someone comes up to you in an angry, accusative mood. We have a tendency to become defensive and not react in a manner to diffuse the situation. Make up your mind that when you see that negative person approaching you that you will do everything in your power to “make their day” in a positive sense. Learn the art of making lemons into lemon aid.
Attitude Is Infectious Your attitude is the first thing people pick up on in face-to-face communication. Just as laughing, yawning, and crying are infectious, attitude is infectious. Before you say a word, your attitudes can infect the people who see you with the same behavior. Somehow just by looking or feeling, you can be infected by another person's attitude, and vice versa.
Body Language Your body language is a result of your mental attitude. By choosing your attitude you get in that mood and send out a message that everyone understands, consciously or unconsciously. Remember what Bobbie Walker said? Body language consisted of 55% of what you are communicating like it or not. Body language can negate what you are saying!
Appropriate Body Language Proper Posture Total Attention Eye Contact : Look directly into the eyes of the customer SMILE
Listen Carefully and Ask Good Questions Stop Talking! You can't multi-task speaking and listening. If you're talking, you're not listening. This rule also applies to the talking inside your head. If you're thinking intently about what you want to say, you're not listening to what is being said. Listen carefully, ask questions to show that you are genuinely interested and you'll be amazed at the spin-offs from becoming a good question asker and a good listener. People appreciate, respect and value others who are great listeners.
Eye Contact The Eye is one of the most important nonverbal channels you have for communication and connecting with other people. "The cheapest, most effective way to connect with people is to look them into the eye."1 Eyes are not only the "window to the soul", they also answer the critical question when you are trying to connect: Is he paying attention to what I'm saying?
Present a Positive Attitude Express yourself with a pleasant nature Give the customer your undivided attention Be genuinely kind Offer hope: We’re happy you are here Be sincere In giving the customer your undivided attention be aware of the body language you are sending the customer that we talked about earlier. Remember customers can often perceive insincerity.