| Today at a local family owned restaurant I heard the | | | | begins hearing what is actually said and then working |
| young waitress (mid-twenties) tell a customer who | | | | with emotional control to move the communication |
| had just apologized for bothering her make this | | | | process forward. |
| statement: That is my job and your request is not a | | | | 7. Handling Stress - Being able to return to that inner |
| bother. Please always tell me what you need because | | | | peace is where handling stress begins. Many believe |
| my job is to make your dining experience the best | | | | they handle stress well, however, this is an outward |
| possible." | | | | appearance and fails to keep the internal locus of |
| Wow! Does this server get it or what? | | | | control in a state of calm. |
| Just imagine your restaurant having two, three or ten | | | | 8. Job Ethics - Understanding that being on time, not |
| employees with this customer service attitude? Do | | | | taking time off, etc. is especially necessary within the |
| you think your register would be ringing up a lot of | | | | customer service arena. Customers come to depend |
| receipts? | | | | on certain employees. When those contacts are not |
| So the question is how do you train for this | | | | available, this may create additional frustration for |
| behavior? First, you cannot train because this is truly | | | | your clients and may cause them to go elsewhere. |
| a belief that needs to be developed. Therefore, the | | | | 9. Personal Accountability - The buck stops here is |
| Human Resource Department may need to review | | | | not just for management, but should be embraced |
| its training material to include attitude redevelopment | | | | by all employees. No one likes being passed around. |
| along with a proven goal setting and goal | | | | Of course, existing policies or systems may prevent |
| achievement process to ensure consistent execution. | | | | that. However, from the outside looking in, this still |
| Another strategy is to hire for this type of customer | | | | gives the perception that buck-passing is alive and |
| service attitude by screening for those talents that | | | | well in your organization. |
| support such a demonstrated feeling. Of course, if | | | | 10. Proactive Thinking - Human beings are reactive in |
| this action is taken it probably makes sense to have | | | | nature. Being proactive works with having a great |
| the written job description reflect those specific | | | | attitude toward others. Some organizations such as |
| talents. | | | | the Ritz Carlton has even provided a budget for each |
| So what talents are critical for providing the ultimate | | | | employee to proactively handle any client's problems. |
| customer service? In my research and working with | | | | 11. Self Starting Ability - When employees understand |
| my clients, I have found these 12 talents to be critical | | | | their roles and the structure along with the processes |
| to identifying those individuals who truly "get it." | | | | support them, then having the ability to get it done |
| | | | without a direct order makes perfect sense. Those |
| 1. Attention to Detail - In many cases, customer | | | | employed individuals who are consistently asking |
| complaints are repetitive problems because someone | | | | what should I do next fail to "get it." |
| failed to read, hear or understand the little details. | | | | 12. Using Common Sense - There is a time for |
| Being aware of those details can help to solve any | | | | common sense. From demanding clients who want |
| complaints or potential problems. | | | | more than the employee is authorized to deliver to |
| 2. Attitude Toward Others - Keeping a great positive | | | | handling a simple problem using self-starting ability, |
| attitude toward others is critical for all employees. | | | | common sense is ever present. Again, if the current |
| How others are treated be them internal or external | | | | strategies, structures and processes are not in |
| customers reflects on the organization and translates | | | | alignment, internal customers may be prevented from |
| into either just surviving or thriving. | | | | using common sense. |
| 3. Consistency/Reliability - Delivering the same service | | | | These 12 talents when developed within an |
| at all times regardless of the situation is the first step | | | | organization where alignment exists between |
| to improving overall quality. | | | | strategy, structure, processes, rewards and people |
| 4. Emotional Control - Learning how to keep personal | | | | will lead to greater customer loyalty not to mention |
| emotions under control especially during high tension | | | | all those increase sales. By investing in learning those |
| times is absolutely necessary. | | | | talents, you can save your limited resources of time, |
| 5. Enjoyment of the Job - If your employees do not | | | | energy, money and emotions because you are truly |
| like their jobs, your customers will hear and feel that | | | | working smarter and not harder. Then you will have a |
| dislike during their interactions. | | | | customer service force where you will hear "That's |
| 6. Evaluating What Is Said - Effective communications | | | | Not a Bother, That is My Job! |