Over my 17 years of providing customer service training and presentations for clients, I've noticed a bizarre phenomenon when it comes to motivation. When employees are tired or stressed they don't feel like giving great customer service, so they sub-consciously give themselves permission to back-off. Unfortunately, when employees smile less and become less helpful, customers pick-up on the negatives and they in turn become less pleasant to handle. Employees are then dealing with crankier customers and their motivation backslides even more. The good news is there is an easy way to break this vicious cycle of poor service leading to worse. It's simply this - the more you give great service, the more you feel like giving great service.
Let's face it, in the real world there are going to be times when you're tired and stressed at work. That's why you get paid - it's part of being a grown-up. The 'secret' that exceptional service providers have discovered is when you give great service despite how you my feel physically or emotionally, customers generally respond positively, and become more pleasant to deal with. And you begin to feel better. Motivation begins with action - not feelings.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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