Have you ever eaten in a restaurant and realized along the way that your server had a bad attitude? It is not as if that server walked up your table and said “Hi, my name is Rich. I’ll be your server tonight. I have a bad attitude.”
An interesting thing to consider is, what did that server do to make you say that she or he had a bad attitude? Was it the words used? Was it in gestures?
An attitude is a belief, usually expressed in a person’s speech or behavior. When you deal with someone, you may walk away saying, “That one has a good (or bad) attitude.” The attitude—the belief—is expressed in the person’s words and actions. Examine what a person says and does, and then look further. Try to determine what beliefs fuel the attitude. Do this with your staff, and even yourself, also.
When these attitudes are in front of a paying customer, the results can be disastrous.
Now turn it around. How can you transform these statements into positive expressions? (Hint: we need to start with what the person believes about her/himself and others.)
What are some of the statements and actions of a person with a “good attitude”? Thinking about this will help you to formulate a training plan for (internal and external) Customer Service in your organization. Changing behaviors means changing beliefs.
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