We are currently building a Customer Service Training program for a client and the format and structure of it is the ABC of Customer Service. The ‘B’ is about behaviours. The ‘C’ is about Communications.
The ‘A’ is about that one thing that marks the difference between success and failure.
If it is not in place, then nothing else matters. Whatever you do in place of this, will never sustain the business.
Can you guess what that is?
It is about ‘ATTITUDE’ in customer service.
Many people say you can’t change attitudes, but you can. Have YOU ever changed your attitude towards something? Have you ever changed your mind? So can your staff – if they have a compelling reason and it is approached the right way.
There is quite a bit of psychology involved and I don’t want to give all the secret sauce, but suffice to say that the foundation for successful service culture is people with the right attitude.
It is true that it is easier to recruit for attitude and to train for skill. The problem is that even if people start with the right attitudes, they change over time and besides it is hard to fire everyone on something so subjective.
The start of the process drop the notion that the customer is always right. And to replace it with something that is actually true and that the teams can relate to.