very transparent. You will definitely not land up with a happy customer
if you are stressed or depressed with a problem. You cannot be fully
focused and this, in all certainty will reflect in your dealings.
Whether you communicate in person, by phone, email, fax etc it will
Problems could be many. Financial, home, spouse, a child's ill health. Maybe with a fellow employee or your boss itself.
To overcome such situations it
is important to work on our attitudes first. Feel good about yourself.
Give a 'pat' on your back for a job you consider well done. Your boss
may or may not have appreciated your efforts. Do not wait for someone to
recognise your performance. So what if people are blind.
So long, as I ensured a satisfied customer.
So long, as I am convinced that I did the right thing.
I did a good job. It's great stuff. Yes - this is pulling yourself together.
Overcoming adversities and going
beyond makes one successful. This is what differentiates you from the
rest. A good attitude and an ability to boost your own esteem keeps you
ahead of the rest. A cheerful nature definitely helps. An ability to
convert a situation from grim to humour is a qualification by itself
while servicing customers.
It is important to perform well.
Not for recognition or promotion. Not for the 'pat' by the boss. But
for your own selfish desires to prove that you can be focused on the
job. This is only going to build your confidence to perform better. You
can say it with pride to your peers, superiors or even to another
organisation that, you can and have done it. This is what moulds
managers from service agents.
Customer's gain is company's
gain. And a happy employee is an important and vital link between a
satisfied customer and a company's success. Make sure he is kept in the
If you happen to be in a
supervisory or managerial position it is important to develop the skill
of appreciation and encouragement. Everybody without exception starves
for recognition. Give timely praise. Let it be positive, sincere and
Great service leaders are those
who manage to keep their employees feeling good. They understand that
employees will be more productive and perform better when they feel good
In the same breath it is
important to bear in mind that should you really be in the dumps, then
stay away from customers. Take a break for a few hours or for the day.
Do some filing, update your personal data, clear piling papers. Anything
but getting in contact with customers. For it is better not to perform
than to perform badly. It is no fun to be left with a sour taste in the
A perfect example would be the
entertainers we see during the shopping festival. They bring loads of
fun and frolic to the young and old alike. Are they not at sometime or
at some point stressed out? How do they still mange to keep the show
going? They could be the epitome of maintaining a frame of mind that
ensures total customer satisfaction.