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The Importance of Attitude in Customer Service

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Part of the video series: Customer Service Training Tips

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Summary: Learn how to improve employee attitude in customer service by stressing its importance with expert training tips in this free online customer service training video clip.

Views: 801 | Tags: training, service, good, skills, communication, customer, relations

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About the Expert

Pamela Unruh Pamela Unruh has been working in the customer service industry for nearly 20 years. She has a great deal of experience on the subject and has been a corporate... read more

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Video Transcript

The Importance of Attitude in Customer Service

In this section we'll be discussing another model known as the ABCs of customer service. I'm Pamela Unruh on behalf of Expert Village. Now the A is for attitude cause we mentioned in the ABC model of customer service. Let's talk about that in a little bit more detail the very first thing to remember is that your attitude matters as I said before when we talk about attitude here we're talking about yours not the customers. They can come at you with any type of attitude. You really don't know what to expect but if you begin that exchange with a professional and courteous attitude, then you are unlikely to defuse any situations. When you think about attitude you might think about well what am I saying to the customer. How do I sound to the customer? If I come up to you and say "yes" "what do you want", if I was a customer and I was greeted that way I would be extremely upset. I would not have very much confidence in that customer service provider. But also think about your body language to and body language is very powerful thing. If a customer comes to you and standing here maybe I'm just going to lean up against my foot chart, chewing gum, looking away from you, I don't care what you're saying. Think about what your attitude and your body language convey, if my posture was different and I stood looking right at you directly at you and listening. That shows you that I'm interested and it helps to install a lot of confidence so keep all of those things in mind when you're considering what your attitude is saying to your customer.

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