Each one of us has a “customer” in our work or personal lives that we aim to make positive, good impressions on. It could be a manager, a client you deliver to, or a fellow driver you are in frequent contact with. It could even be a spouse or significant other, child, relative, coach, or teacher. The people we interact with in most situations can be looked at as our customer. For most of us, when we see this person, we hope that they think highly of us and that they enjoy the interactions we have with them. The skills and techniques we use to interact or serve them are critical to defining our success both in work and our personal lives. During the busy holiday season, going the extra mile by having a service-oriented mentality will go a long way and make a lasting impression. The skills and techniques explained below are called the Service Mentality. These seven skills or traits are a state of mind:
1- Empathy – Learn the capacity to understand others. Be aware of and sensitive to the feelings, thoughts, and experience of your customers. They want to know they have been heard. Take a moment to think about a situation from their perspective to better understand what their needs and challenges are.
2- Enthusiasm – Being energetic and positive allows the world sees you as able and willing to help. Having enthusiasm shows that you are passionate about what you do and helps those around you to be excited to work with you.
3- Ownership – Demonstrate your commitment to solving the problem. Don’t say, “That’s not my problem.” Rather, “I am your partner and will do the best I can to resolve the situation.” Striving to take ownership shows those around us that we are willing to take accountability and responsibility.
4- Responsibility – Live up to your commitments. People need to know they can count on you with follow through and dependability. You might be surprised how many opportunities could arise in your career by showing others that you are responsible.
5- Adaptability – Be flexible to deal with various situations. People who are adaptable are accepting and tolerant of the ever-changing world around them.
6- Balance – Operate within business guidelines and personal convictions. Going too far, either way, puts you out of balance. A key indicator that you have balance is that you can acknowledge the feelings of the customer even if you disagree with the facts they present.
7- Resiliency – Bounce back quickly from adversity. Remaining calm in adverse situations and not taking it out on customers in our personal and daily work is a key to resiliency.
Using the Service Mentality traits both professionally and personally will help you develop into a valued member of any team. Practicing these seven techniques will allow “customers”, whoever they may be in your life, to trust you and want to continue working with you. Having strong service skills could potentially lead to more opportunities throughout your career. In addition, these traits will enhance your interactions and relationships outside of the workplace and in your personal endeavors.
Adapted from Service Skills- The Telephone Doctor