If we could, we would because it would make the whole world a
better place, not just Customer Service.
We can't, therefore we
work with people whom we believe to most exemplify these traits.
Here are 5 you cannot teach.
1. Enthusiasm. We see it, we feel it and boy, do we wish
everyone had it.
Many people don't though.
It is often reflected in their faces
when a request is made and reinforced with a sullen "just a
moment" that does nothing to help us believe that we are about
to receive a Service which we so desperately hope is better than
what Mr. or Ms. Sullen face has just prefaced us with.
Enthusiasm is infectious, contagious and outright fun. It seems
the Enthusiast is everywhere, ready and willing to do whatever
it takes to make sure that we have a fantastic Customer Service
experience. It is reflected by the pride they take in doing the
job right, the care they take making sure everything is just so
and the delivery of "Is there anything else I can do for you Mr.
or Ms. Customer?"
The Enthusiast is nearly extinct these days. The victim of
"Faster, More, Cheaper" Customer Service.
Are you exemplifying "Faster, More, Cheaper" or are you trying
to grow Customer Service Enthusiasts?
2. Happiness. A feeling of pleasure. I have come to believe that
Happiness is sometimes misused for the word Enlightened.
I know, now you think I am really off my meds. Let me ask you
something. Have you ever met a person who was Happy? I mean
really, really Happy? Really, when? Where do you think "Happy
Hour" comes from? My point is that when people feel Happy, it
leads to the ending of Happiness, or a state of Unhappiness. In
other words, there is a limit.
I don't think there can be a limit to Enlightenment. Either way
you think about it, it is not something you can teach. You can
feel it. You can see it when another person really has it. You
just can't teach someone to be Happy or Enlightened. They have
to find it themselves.
3. Commitment. The feeling one has when one decides to do
something no matter the cost or the journey. The ability to see
it to the end. People who have commitment are not easily swayed.
They keep putting one foot in front of the other, keeping their
eye on the prize, the goal, the end.
Oh, they have trials and tribulations, and when you ask them
about it, they shrug and say things like "That's the way we do
it" or "It needed to be done." They have little concern or care
for the thoughts of others who can't see the world through their
eyes. They shrug and say "It's got to get done, and I'm the
person to do it." You can't teach that.
4. Belief. The thought that someone feels completely, through
and through that resonates deep inside them and tells them that
they are on the right path. They don't need your beliefs, and
are quite content to let you have yours.
Once it is felt between a group of people, it sings to
everyone's heart in that group. A drumbeat that is felt by and
played by all. It brings a natural power to a person that is
unquenchable and unwavering. When all else is in doubt it is
Belief that carries a person through.
I have experienced total Belief and a loss of Belief and I can
tell you that when there is a loss of Belief, it literally can
crush a soul. It's at these times that a person has to find that
small spark, that ignites and starts the fire anew. You can't
5. Attitude. Among all, I really want to have the ability to
teach Attitude. You could point out to someone what Attitude
looks like and say things like "He/She has a great Attitude, you
would do well to be like this" and the person would say "Oh, I
see. No problem. Attitude is adjusted to maximum. Thanks." And
it would be.
Or say something like "Study this book, read chapters 3 and 4,
answer the questions at the end of the chapters and you will
have the Attitude you need to make it through life." Right. The
world would be a much more interesting place if all of our
Attitudes where in sync and working towards a common goal.
" Imagine," as someone once said. You can't teach Attitude in
If you are trying to teach one of these to your personnel in the
hope that they will morph in Customer Service Professionals,
forget it. You have a better chance of seeing Santa Claus, The
Tooth Fairy and The Easter Bunny playing ball on your front lawn
Concentrate on finding those people who best demonstrate these
Help them grow their own Enthusiasm, Happiness, Commitment,
Belief and Attitude. You will be much happier with the results.
This article is written with the hope that you do something with
the thoughts and ideas presented here. Take action and make a
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