Photo Courtesy of Katrina Mayer
This week let’s look at Katrina Mayer’s quote on making a difference. Everything you do makes a difference in some form or another. Make sure that you are careful with what you say, and how you say them. It’s a matter of perception, if you come off condescending it will present poorly in your presentation. Always come off as friendly, amiable and enthused when delivering information in order to have a pleasant interaction.
Always look for a solution to a guest’s problem. Never just mutter the words “I don’t know.” Muttering those three words causes a loss of credibility, and the guest may perceive you as lazy. You want to provide great service, so instead you would offer an alternative. If you still do not know, ask the guest what exactly are they looking for and tell the guest that you will look it up. The guest will normally be happy to wait for you to figure out the problem, and most importantly would want to come back to your center just by being helpful.
Nothing can stop the man with the right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude.”
Nothing holds more true than this statement by Thomas Jefferson. If you set your mind to it, you can accomplish anything. Most barriers in life are those put up by yourself. You are the only one that can break the barriers down and achieve your goals.
In this episode of “Community” the dean walks in delivering bad news that the paychecks would be arriving late. He decides to liven the mood by rapping. However, halfway through he breaks down and realizes that he is being inappropriate. It’s hysterical because he does it while wearing a costume, and gives a valuable lesson to always be straight forward.
Never argue with guests. As soon as you begin arguing with a guest it leads to dire consequences such as losing the respect of the guest, and many more to follow. Consequently, it will not only damage your reputation, but the company you work for. You need to be able to diffuse most situations and the only way to do so is by listening to what the guest have to say. Most of the time guests just need someone to vent to. If you listen carefully, you can provide them with the help the guest needs. However, not every situation can be solved, but always try to make it a smooth interaction. The key is to listen and be attentive.
Nothing great was ever achieved without enthusiasm.”
Ralph Waldo Emerson
When you start the week get excited about what you are doing. This will make the week enjoyable, and make your co-workers and guests have a great experience. After all, the best experiences often come with someone who is not a grouch, but instead with a friendly person and an amicable environment. This does not only apply to customer service, but our everyday lives. Live each day with enthusiasm.
When helping guests always make eye contact. You never want to look away from them, because it gives a bad impression. It looks like you are not sincere by not making eye contact. It comes across like you are just going through the motions, and wanting the day to end instead of helping the particular guest. You want to look approachable, sincere and helpful.