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Start Strong-Finish Stronger

Positive Customer Service Habits

The following article was gleaned from a power point first presented at the June 2017 Admin Summit titled Start Strong Finish Stronger – Positive Customer Service Habits.

Below are seven positive customer service habits that you may want to make your own.

  1. Before Going Into the Office
  2. Start the Day with a Positive Mind-Set
    • Let yesterday go!!
    • Make up your mind to have a positive mind set before the day begins, and challenge yourself to maintain this positive attitude no matter what the day brings
    • Prepare yourself for the fact that everything will probably not go smoothly or as planned, and be willing to handle any challenges you are faced with, with a positive attitude
    • You may want to review the CSQuest article Tips for Relieving Stress Quickly by Using Your Senses
  3. Smile at Everyone
    • When a customer walks up to your window – Give a Smile!
    • When walking through your office – Give a Smile!
    • Most of our customers or coworkers are dealing with the lemons of life. Don’t contribute or take it personally—Give a Smile Instead!
    • You may want to review the CSQuest article Reasons Why Smiling and Laughter are Beneficial to Your Health
  4. Listen
  5. Understanding is Crucial
  6. Reacting to Reactions
    • The customer may not always be justified in their reactions to our policies and procedures but we must be careful in how we respond to the reactions
    • When a customer has an issue, apologize.  It’s easy and customers like it.
    • Saying things such as “I’m sorry you feel that way” places the burden on them and acknowledges you have heard them.
    • Be calm and have patience by managing your emotions. This will allow you to deal with the issues immediately.
    • When you stay calm your customer will most likely accept your apology and your solution.
    • You may want to review Preparing for and Conducting Settlement Conferences and Tips for Relieving Stress Quickly by Using Your Senses.
  7. Practice Gratitude
    • “In daily life we must see that it is not happiness that makes us grateful, but gratefulness that makes us happy.”   –Brother David Steindl-Rast
    • “Don’t sweat the small stuff.” — Michael R. Mantell, Ph.D. and Richard Carlson, Ph.D
    • “Moments of gratitude come when you realize that you are given exactly what you need in every moment and that the bigger picture is not what lays in front of you right now, but what is still to come.”  –Jessie Jeanine
    • You may want to review the CSQuest articles Healthiest Attitude Is One of Gratitude and Why Gratitude is Good for You.
      Remember: Administrative assistants aren’t just supporting players. We add value in a way that makes us critical to this organization’s success.