Give ‘Em Some Attitude—Good Attitude, That Is
Have you ever heard the statement “it’s about attitude”? Simply put, it means that the way one deals with people and situations can make or break them—and everything else in between.
As a Small Business owner, the same holds true. So it would to keep reminding your team (such as your order taking service staff) to have an attitude—a good one.
It starts the moment they answer the phone. A naturally cheery and pleasant disposition can melt the ice of even the angriest customer. This can be followed by a warm and calm demeanor while taking that call. This is especially helpful when dealing with a client who’s about to chew your telephone rep’s head off because of his missing package sent via your Cargo Forwarding service.
While you’re at it, make sure that your customer contact center staff takes on a sincere tone of voice. As if this isn’t enough, they should mean what they say, and not make false promises just to get customers’ attention or keep them from dropping that call. Sincerity and honesty are still, after all, the best policies.
It’s okay to have an attitude. Just make it a good one.
