Customer Service is an Attitude by Cindy Stradling CSP, CPC

 To reach number one in your industry, and maintain that place, you simply must provide superior customer service. Many businesses have become so focused on price that they have simply forgotten the value of good customer service. The truth is, good customer service creates loyalty, and there are plenty of customers who will actually pay more if they know they will get the service they deserve.

If you feel as though you’ve put good customer service processes in place, but you and your staff still aren’t quite providing the service you’d like, take the time to think about your attitude both toward and about your customers. The right attitude is critical if you are to provide superior service to your customers.

Your attitude begins with how you think about your customers as a whole. Do you go to work hoping for a “slow” day with few calls or visits from customers? If that’s the case, it’s time for an attitude adjustment. If you believe that serving your customers is a chore, they can probably sense it from your facial expressions, sighs and body language. You may truly believe you are being polite even while making your customers feel that they are bothering you by asking for service.

When you think of serving your customers as a pleasure and privilege, you are more likely to project this attitude as you are working with them. This attitude should permeate every minute of your day.

To help ensure your staff always treats customers the way they deserve to be treated, be certain that they have the tools and the knowledge they need to do their job well. If their job is needlessly difficult, it can easily affect their ability to maintain a good attitude.

In addition, be sure that your customer-facing employees are not overworked or spread too thin. You should have ample staff to handle the workload. Otherwise, employees who are tired or stressed from a heavy workload may take their stress out on the customer unintentionally.

Take the time to evaluate the things that might be getting in the way of your organization providing the best service to your customers. By focusing on having an attitude of customer service, your organization can be the best in your field when it comes to taking care of your customers.