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The Service MentalityThe Service Mentality


You Will Learn:You Will Learn:You Will Learn:You Will Learn:

The seven characteristics required to provide excellent service.

To recognize how providing excellent service gives the organization a competitive edge.

How to conduct a personal self-assessment of your own “service mentality”.

Knowledge and insight into the behaviors required to demonstrate a “service mentality”.

To apply the behaviors exemplified by each characteristic to your specific work situation.


Take the Service Mentality Quiz Take the Service Mentality Quiz

Any response with “sometimes” or “rarely” indicates an area in which your customer-service mindset could improve.


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Key Point Key Point ##1 - Empathy1 - EmpathyKey Point Key Point ##1 - Empathy1 - Empathy

Having the capacity for understanding, being aware of and being sensitive to the feelings, thoughts and experiences of a customer.


DiscussDiscussDiscussDiscuss Joe had three opportunities to demonstrate empathy with Judy. What were they? What could he have said?

Nancy quoted an old adage in the video “Customers don’t care what you know until I know that you care.” From your perspective, how does that apply to you?

In the second scene, what did Joe do differently to show empathy to Judy?

How much additional time and effort was required to show empathy?

Who benefited because of Joe’s ability to show empathy for his customer?

What are the characteristics of apathy?

Why is empathy considered an essential service mentality?


Customers need to feel and hear that we CARE first.

More than words, a caring tone of voice allows the customer to hear your concern.

One of the best customer interactions happens when a customer feels that he/she has been listened to and understood.

No matter how large or small, empathy is an essential service mentality.

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Key Point Key Point ##2 - Enthusiasm2 - EnthusiasmKey Point Key Point ##2 - Enthusiasm2 - Enthusiasm

Bringing an observable high level of energy or interest to a project or situation.


If Vanessa couldn’t see Jake, how did she know he was bored? How did she perceive his attitude?

How can the perceptions your customers have about your enthusiasm impact business today and/or in the future?

Think about your family, friends and co-workers. Do you prefer to be around enthusiastic people at a party…sporting event…at work? Why?

As a consumer, why do you want to be helped by someone who demonstrates enthusiasm for what he/she is doing? How do you feel about someone marking time until the end of the shift?

The program showed Jake both as bored and overly enthusiastic. Why did neither win Vanessa’s confidence that her problem was going to be handled?

DiscussDiscussDiscussDiscuss


The level of enthusiasm people exhibit is a critical component to how the world perceives them as being able or willing to help.

Enthusiasm influences a person’s effectiveness in a service position.

People who are truly enthusiastic don’t discriminate between their activities.

Enthusiastic people enjoy being proactive and going the extra mile to help customers without being asked.



Key Point Key Point ##3 - Ownership3 - OwnershipKey Point Key Point ##3 - Ownership3 - Ownership

Possessing the commitment to solve a problem or steering it to someone who will.


Why did the customer feel like Joe wasn’t going to help her?

What did he do differently when he took “ownership” of the problem?

If you were the customer, how would you feel after Joe took ownership?

Why should it take only one person to give good customer service?

What does ownership tell the customer?

How should Joe handle the problem if Vanessa’s note hadn’t been available?

Provide examples of how you can show “ownership” in your position.



It should not take two people to provide good customer service.

Ownership is partnering with the customer to address their need to solve the problem.

When we “own” the problem, we are more committed to the resolution of the problem.



Key Point Key Point ##4 - Responsibility4 - ResponsibilityKey Point Key Point ##4 - Responsibility4 - Responsibility

Living up to previously agreed upon commitments.


Why was Jake’s being a little late a big deal?

Why is it important to be considerate and responsive to our co-workers?

What are other ways to demonstrate responsibility to our customers?

What can you do to improve how you demonstrate “responsibility?”



Responsibility is an important internal customer service issue.

It’s as important to be considerate and responsible to our co-workers as it is to our customers.



Key Point Key Point ##5 - Adaptability5 - AdaptabilityKey Point Key Point ##5 - Adaptability5 - Adaptability

Having the flexibility to effectively deal with different types of customers and situations.


Who are adapters?

How does Vanessa adapt to each of the customers?

List the different types of customers that comprise the diverse clientele of your organization.

Identify situations where you may need to demonstrate adaptability.



Adapters can handle all types of customers and situations positively.

Adaptability is changing your approach to each type of customer.

Service each customer respectfully and effectively.



Key Point Key Point ##6 - Balance6 - BalanceKey Point Key Point ##6 - Balance6 - Balance

Having the capacity to successfully satisfy the customer while taking into account the resources and needs of your organization.


In the first vignette, who did Judy serve the needs of: the customer or her organization?

Why is it important to focus on solutions that are fair for the customer as well as the organization?

As an organizational representative, what helps you to achieve balance? Identify issues specific to your organization where balance may need to be achieved.

At the end of this section, we heard the phrase: acknowledgement does not constitute agreement. What does that mean to you?



Identifying a balanced solution meets the challenge of satisfying the customer and meeting the needs of the organization.

One of the greatest needs of the customer is to be heard and treated fairly.

A secret to achieving balance is knowing you can always acknowledge the feelings of the customer even if you disagree with the facts presented by the customer.



Key Point Key Point ##7 - Resiliency7 - ResiliencyKey Point Key Point ##7 - Resiliency7 - Resiliency

Having the ability to bounce back from adversity.


How was Vanessa responsible for the abuse she received from the customer?

What did Vanessa do to regain her upbeat and professional manner?

What can you do to demonstrate resilience?

Give an example of an occasion when you needed to “bounce back” and demonstrate resiliency.



Remain calm throughout adverse situations, recover quickly and don’t show signs of discouragement.

Resiliency is when customer service providers bounce back from adversity.

Life’s setbacks and disappointments need to be handled by bouncing back emotionally and professionally.

Never take out your frustrations on the next innocent callers or co-workers.



ANSWERS

01. C

02. A

03. B

04. B

05. C

06. B

07. B

08. A

09. A

10. C

Take the Service Mentality QuizTake the Service Mentality QuizTake the Service Mentality QuizTake the Service Mentality Quiz


Memorize the following key points.

Keep them in mind every time you use the telephone.

Practice!

A Call to Action!A Call to Action!A Call to Action!A Call to Action!


EMPATHY: A caring tone of voice

ENTHUSIASM: Projects ability and willingness to help

OWNERSHIP: Commit to resolving a problem.

RESPONSIBILITY: Be considerate to co-workers and customers.

ADAPTABILITY: Change approach to each type of customer.

BALANCE: Meets the challenge of satisfying the customer and meeting the needs of the organization.

RESILIENCY: Remain calm, recover quickly.

Summary of Key PointsSummary of Key PointsSummary of Key PointsSummary of Key Points


The Service MentalityThe Service MentalityIt’s Fun To Be Good!It’s Fun To Be Good!

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