Customer Service

Competencies that
are addressed:
Attitudes for Service
Primary Competency
Categories:
• Attitude—
Maintains a friendly,
positive, and SUMMARY
enthusiastic outlook.
The foundation of creating a customer service culture is understanding
• External Awareness— expectations, going the extra mile, and being a customer advocate. Applying
Sees things from behaviors of helpfulness, genuine interest, and respect moves customers from
multiple points of hostile or ambivalent toward supportive and enthusiastic.
view. Keeps up to date
with issues that affect
responsibility.
• Customer
CONTEXT
Experience­— It sounds simple, but successful organizations recognize that customer
Leverages positive satisfaction stems from a series of interconnected causes and disciplines, and
experiences to create that customer loyalty drives profitability and growth. This complete experience
customer loyalty and is what can cause a customer to become a champion for an organization.
long-term relationships.
Related Competency This module begins with taking 100% responsibility for yourself and the attitude
Categories: you convey. Each time you come into contact with a customer, your attitude is
• Stress Management— showing. The challenge is to maintain a friendly, low pressure, and high service
Differentiates between environment for your customers and keep yourself productive and service—
positive and negative oriented throughout your day.
stress. Maintains a
balanced attitude.
• Interpersonal Skills—
Displays a consistent
ability to build solid
relationships inside At the completion of this module, participants will be able to:
and outside the
organization. • Assess Customer Service Attitudes • Apply Attitude Control Principles
• Communication— to set goals for improvement to manage their attitudes
Practices active
listening supported with • Incorporate the Four Drivers • Use conversational language to
meaningful oral and of Customer Service to build keep the interaction low pressure
written information. customer relationships
• Influence—
Consistently directs
situations and inspires
people for an all-win
environment.
• Adaptability—
Open-minded.
Demonstrates flexibility
when faced with “You must take personal responsibility. You cannot
changes at work.
change the circumstances, the seasons,
or the wind, but you can change yourself.
That is something you have charge of.”
—Jim Rohn
Copyright © 2008 Dale Carnegie & Associates, Inc. All rights reserved. 6000301

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