"Keep your thoughts positive because your thoughts become your words. Keep your words positive because your words become your behavior. Keep your behavior positive because your behavior becomes your habits. Keep your habits positive because your habits become your values. Keep your values positive because your values become your destiny.”
To follow this advice is to ensure that the attitudinal requirements for customer service excellence within our business institutions exist at an optimal level.
Attitude, the internal disposition of an individual to external situations, affects that individual's behavior. According to Business Dictionary, "Attitude is a predisposition or a tendency to respond positively or negatively toward a certain idea, object, person, or situation. Attitude influences an individual's choice of action and responses . . . . (This examiner's emphasis on choice) Attitude is indeed a choice one makes.
Having and maintaining a positive attitude is the key to success in life generally, and specifically, in your dealings with your company's customers. It has the power also to help move you up the corporate ladder. As Zig Ziglar (1926 - 2012) has observed, "Your attitude, not your aptitude, will determine your altitude."
However, as human beings, we are often dealt the blows of life, and these sometimes affect out attitude. But our business places and our customers should not be held hostage because of our private problems. So what does one do to project a positive attitude at all times and, by so doing, maintain the coveted customer service excellence within our institutions, and of course, guarantee our own upward mobility--our altitude?
There are ways to accomplish this. Here are a few, with a promise that others will follow.
1. Abandon long hours of fixation at the television screen and read a positive book instead.
2. Read quotes that inspire positivity. Here are some of them.
3. Change your language from negative to positive. For instance, substitute whenever possible, I can for I can't, I will for I won't, I do for I don't. Say please. Show gratitude to others with a genuine smile accompanying the words, "Thank you."
4. Avoid the constant association with negative people. Associate more often with people who support you and put you in a good mood. This does not necessarily mean you will ignore the others, but that you will help them.
5. Suppress those angry feelings, and accept customer complaints as gifts brought to you. Gifts you will use to enhance your company's image as you calmly resolve the problem and send another customer home satisfied.
The truth is that attitude is indeed choices we all make every day of our lives about a certain idea, object, person, or situation. In the quest for excellence in customer service then, in life, let us work toward the only choice that benefits all concerned: A Positive Attitude.
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