By Jason Schepers 
Let’s start by defining the word “good”. As a noun, Webster says “that which is morally right; righteousness”. It does not say to give things away to make a customer happy. In the context of customer service in business, I would say “good” means providing satisfaction to the customer at the lowest possible cost, ensuring both parties are content. In either definition, you are projecting positivity and doing your best.
Being an agent of good can mean different things to different people. The level of “good” and the qualities that you use to provide the “good” are as different as our personalities. Our life experiences can also play a role in our development in this area. We might be embarrassed or unsure of how to communicate effectively with people. We develop expertise through practice and experience.
When you provide customer service, you are doing so on behalf of an employer. You usually have a boss assigning your tasks and duties. You have limited freedom as to how you can do things. However, your attitude is your choice. You can choose to be positive or negative. If you choose to be positive, remember that it could be contagious. You can make people smile and improve their day.
Positivity is the most effective ammunition to combat negativity. Working in Customer Service, you will encounter your share of negativity. Dealing with positive customers is easier than dealing with negative customers. It also works the other way around. The customer would prefer to work with a positive representative rather than a negative one. The “trust factor” plays a role in turning around an upset customer. Positivity works well.
Remember: Kindness, Positivity, and Helpfulness. Projecting these qualities simultaneously might be too much for some Customer Service Representatives. It can be too much for a customer as well. You do not want to come across as fake. You need to find the balance, and every customer will need a different balance. As you work with your customers, try to detect the level of each quality you need to apply to the conversation. The levels of these qualities will change as the conversation and relationship grow.
Bring it home: Being an agent of good can be rewarding beyond the workplace. Life is better with positive relationships. Surrounding yourself with like-minded people can promote happiness and positivity in your life. Smile more, laugh more, and be kinder. You will notice you are happier, and those around you will see. Make it contagious.