By Jason Schepers 
The world is a crazy place. Everywhere you turn, there is a story of something bad happening. People are choosing to make others miserable, either for fun or for gain. There is also the factor of mental health and substance abuse that could drive people to do things that they would not normally do. Some will regret it later, and some will consider it an achievement. In the meantime, innocent individuals are suffering from these bad decisions. The world is a crazy place full of different personalities and attitudes. A world of good attitudes would be a great place. A world of bad attitudes would be evil.
We can picture a world of bad attitudes versus a world of good attitudes. The results over time would be very different. The world of bad attitudes would be a miserable place. There would be no smiles. No one would be talking to each other because no one likes each other. Nothing would get done.
Now we can picture a world of positivity and a good attitude. People are more trusting and friendly. There is teamwork and significant accomplishments. There is honesty and compassion. A good attitude is all-encompassing.
I want to establish the importance of maintaining a positive attitude in Customer Service. There are different types of customer service responsibilities. It does not matter whether it is Sales or Service; a pleasant attitude is required for our customers to be happy. A customer will build trust in both you and your organization. They will surely return for more business.
Two bad attitudes within a conversation between two people is a recipe for disaster. It would be a slew of arguments and disagreements. I am sure you would agree that a positive conclusion would be impossible. The only guarantee would be a very negative discussion.
The customer’s attitude is not something you can control, but you can control your own attitude. I want to emphasize the importance of a good attitude before you start any interaction with a customer. You will be more prepared to handle the situation you are about to encounter. Start the conversation on a positive note. It is up to the customer how they will receive the positivity, but at least you will be off to the best possible start. Preparation is key to a positive outcome. Sometimes preparation consists only of putting on a smile with strong intentions of doing good.
Attitudes can differ from customer to customer. You can encounter negative attitudes like anger, sadness, and abrasiveness. On the positive side, you can experience happiness, excitement, and overall openness to a significant interaction. You don’t always know what you will encounter, so you need to be ready.
Positivity is terrific, but it can appear to be fake or overbearing if there is too much. It can be perceived as weird and unnatural when overly done. If the words you say are too heavy in positivity with a strong positive tone, it can be perceived as acting. Saying the simple words “how are you doing” can sound phony if told with a super-friendly tone.
The level of good attitude needs to be adjusted based on the customer’s attitude. If the customer is angry, the words and tone you use will either improve or worsen the situation. You should approach the situation with warmth. Start with a path of friendlyness and adjust accordingly. The customer should feel that you are there to help. You may need to disengage from a business mindset. Focus on the psychological approach to the customer’s feelings. Then re-engage the business later in the conversation.
An example of this would be to let the customer speak freely without interruption. Then have a conversation that builds trust and shows the customer that you are there to help. Then identify the customer’s business needs and issues to address.
Learning to have a positive attitude in dealing with people is one of the many keys to success. This is not just in the realm of business but in life. I have said many times that Customer Service is a lifestyle. You can practice this daily with your family and friends by encouraging them with conversation. You will notice a difference in your life. Embrace your purpose. Mastering your attitude is a path to improving your quality of life at work and at home. It is a win-win situation.