| A recent customer service survey suggested that bad | | | | extraordinary service by having incredible attitudes. Do |
| attitudes are the reason 68% of your customer does | | | | not make the mistake on trying to change behaviors. It |
| not come back. And existing customer service | | | | will not work unless you first change the attitudes that |
| research indicates that dissatisfied customers tell a lot | | | | are being demonstrated through the behaviors. |
| more people about their poor experiences than | | | | SELF LEADERSHIP SKILLS Do your employees go |
| satisfied customers. | | | | out of the way to help customers? Do they take the |
| With more and more competitors entering the market | | | | initiative to deliver exceptional customer service? How |
| place all vying for a piece of that customer loyalty pie, | | | | are their: |
| what can you do to improve customer service and | | | | - Listening skills? |
| create loyal customers. Possibly, by integrating the | | | | - Problem solving skills? |
| following three critical elements into your customer | | | | - Decision making skills? |
| service training may just be the answer. | | | | - Overall people skills? |
| - Goals | | | | Until individuals lead themselves they truly cannot lead |
| - Attitudes | | | | anyone else. Traditionally, businesses spend their |
| - Self leadership skills | | | | resources of time, energy and money in training for job |
| GOALS Do all of your employees truly know what the | | | | specific skills. However, the reason for poor |
| goals for your company are? Do they know how to | | | | performance is usually about the inability to consistently |
| consistently set and achieve goals? Stop presuming | | | | demonstrate self leadership skills. |
| that your employees are great goal setters. Take the | | | | When companies use the right G.A.S. with their |
| time to develop them in how to use a proven goal | | | | customers both internal and external, they will realize |
| setting process that is reinforced with a proven goal | | | | far greater profitability and business success. Of |
| setting tool. | | | | course, companies could continue to do what they |
| ATTITUDES Who wants to be around crabby | | | | have always done. The real question that needs to be |
| people? Develop your people to truly provide | | | | answered is: How is that working for you? |