Transcript Attitude - DigitalCommons@Liberty University

LIBERTY
UNIVERS ITY
Integrated Learning and Resource Center
Customer Service Training
Attitude
Attitudes Defined
• Attitudes are the established ways of
responding to people and situations that we
have learned, based on the belief, values and
assumptions we hold. Attitudes become
manifest through our behavior.
• Vadim Kateinikov
Attitude Drives Behavior
Almost always, you have a choice as to what
attitude to adopt. There is nothing in any normal
work situation that dictates you must react one
way or another. If you feel angry about something
that happens, for instance, that's how you choose
to feel. Nothing in the event itself makes it
absolutely necessary for you to feel that way. It is
your choice. And since you do have a choice,
most of the time you'll be better off if you choose
to react in a positive rather than a negative way.
Attitude Is Infectious
Your attitude is the first thing people pick up
on in face-to-face communication. Just as
laughing, yawning, and crying are infectious,
attitude is infectious. Before you say a word,
your attitudes can infect the people who see
you with the same behavior. Somehow just by
looking or feeling, you can be infected by
another person's attitude, and vice versa.
Body Language
Your body language is a result of your mental
attitude. By choosing your attitude you get in
that mood and send out a message that
everyone understands, consciously or
unconsciously.
Appropriate Body Language
• Proper Posture
• Total Attention
• Eye Contact : Look directly into the eyes of the
customer
• SMILE
Listen Carefully and Ask Good
Questions
Stop Talking! You can't multi-task speaking and listening. If
you're talking, you're not listening. This rule also applies to
the talking inside your head. If you're thinking intently about
what you want to say, you're not listening to what is being
said.
Listen carefully, ask questions to show that you are genuinely
interested and you'll be amazed at the spin-offs from becoming
a good question asker and a good listener. People appreciate,
respect and value others who are great listeners.
Eye Contact
• The Eye is one of the most important nonverbal
channels you have for communication and
connecting with other people. "The cheapest,
most effective way to connect with people is to
look them into the eye."1 Eyes are not only the
"window to the soul", they also answer the
critical question when you are trying to connect:
• Is he paying attention to what I'm saying?
Present a Positive Attitude
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Express yourself with a pleasant nature
Give the customer your undivided attention
Be genuinely kind
Offer hope: We’re happy you are here