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Customer Service Is...
10% Aptitude and 90% Attitude
Author: Karon Thackston
Here's a rhetorical question: “Have you ever dealt with an employee at a company who obviously didn't care one ounce whether your problem got solved or not?”
How did that make you feel? Were you aggravated, frustrated, and disgusted?
Did you just want to say, "Can I talk with somebody who cares just a little bit?!"
Now, let me ask you a more personal question, “Have you ever treated anybody the same way?”
Unfortunately, I think almost everyone who has ever had contact with a customer has made this mistake before; especially if the customer catches us on a bad day.
I have found that customer service is only 10% aptitude, but 90% attitude.
Reverand Chuck Swindoll, of Insight For Living, says
"The longer I live, the more I realize the impact of attitude on life. Attitude, to me is more important than the facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think or say or do.
It is more important than appearance, giftedness, or skill. It will make or break a company...a church...a home. The remarkable thing is we have a choice every day regarding the attitude we will embrace for the day. We cannot change our past...we cannot change the fact that people will act a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have and that is attitude. I am convinced that life is 10% what happens to me and 90 percent how I react to it. And so it is with you...we are in charge of our attitudes!"
Regardless of the situation, we have a choice about how we will react to any given situation.
We can let the bad news get us down and spill over into our customer relationships or we can overcome them and provide exceptional customer service. We can choose to be irritable due to our lack of sleep or we can realize it's not the poor lady on the other end of the phone's fault our dog barked all night.
Our attitude about providing great customer service is more important than anything we ever learned in customer service training.
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