If you had it to do over again, how could you turn it into your best interaction. How could you have made the good ones even better?

4. Self evaluate and self correct. In one of my front line seminars (The College of Customer Care), I have the participants follow the first three steps, and then they have a better perspective of how their interactions internally and externally are being perceived. They also start self evaluating and correcting after they're shown how to turn difficult situations around. The things they say will either fuel the fire or defuse
it.

5. Your ATTITUDE is what determines good or bad service. If your attitude is that you'll do whatever it takes to meet the customers needs, you will. And if you're already meeting customers' needs, you can then work to exceed customers' needs. It's a self-fulfilling prophecy, on an individual basis, that starts with the person's attitude to be exceptional.

The opposite attitude is assuming people you're interacting with are dumb, stupid and a waste of your time. With this attitude, you're judging them (calling them names) and setting yourself apart as superior.

6. What most people don't know is what Wayne Dyer recently reminded me of on his television program called Intentions. He said that when we show acts of kindness toward others, it causes them to feel a rush of endorphins (a feeling of well being). Then the giver feels those same feelings, and even others observing it feels them. And everyone involved has an added benefit; he said their immune system becomes instantly stronger.

7. Chart your interactions for the next week, both as a customer and an employee representing your company and department. Rate yourself from 1 to 10 (with 10 being the best) on how the person serving you made you feel and how you felt after interfacing with an internal or external customer.

The bottom line is, did you get in the other person's shoes enough to make sure they felt your act of kindness, something extra, something to meet their needs or even exceed their expectations?

8. If you're not going home everyday feeling those endorphins around you, you're just existing instead of accomplishing something important in your interactions. Practice looking for acts of kindness that you can distribute to your internal and external customers alike and you'll all feel happier and healthier.

As Wayne Dyer says, think from the end of the interaction and what you want the results to be. Then you'll naturally have the attitude of being grateful for the interaction. Look for ways to give more acts of kindness and customers will start telling others about your products and service. Word of mouth advertising is the best kind, and costs nothing except a change of attitude and monthly customer service checkups by everyone in the company. Try it, you'll like it!

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JJ's FAVORITE QUOTES:
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"No one is useless in this world who lightens the burdens of another."
­ Charles Dickens

"Look at a day when you are supremely satisfied at the end. It¹s not a day
when you lounge around doing nothing; it¹s when you¹ve had everything to do,
and you¹ve done it.²
­ Margaret Thatcher

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ABOUT JJ:
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JJ Lauderbaugh, CPCM (NEW ADDRESS & PHONE)
1716 Husted Ave., San Jose, CA 95124
408 445-1590 or 800 500-9656

JJ works with companies that want to give exceptional customer service to increase sales, and with Directors and Call Center/Help Desk Managers who
want to improve human performance.

She's an international speaker, trainer, facilitator and certified management consultant (CPCM) on customer service management, specializing in performance improvement, call centers, up/cross selling and outbound calling.

For training resources, free articles, tips and streaming video, go to our web site at:

http://www.JJLauderbaugh.com

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JJ