101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 75. Right Approach: Service Attitude

Goal

To examine how personal attitude affects situational outcomes for customer service quality. Participants will read a case study regarding customer service attitudes and discuss their personal experiences.

Time Required

Approximately 1 hour

Group Size

Subgroups of three or four persons each, with a maximum of thirty participants

Materials

• One copy of the Right Approach Worksheet for each participant

Process

1. Introduce the session by stating that an attitude can be defined as a relatively strong belief or feeling toward a person, object, idea, or event. Both individual and organizational attitudes can have significant impact on customer service interactions. This activity will provide an opportunity to examine how attitudes influence service outcomes.

2. Form subgroups of three or four persons each.

3. Distribute one copy of the worksheet to each participant.

4. Referring to the worksheet, read aloud the scenario. Tell the subgroups to spend approximately 30 minutes using the questions provided to discuss their own experiences.

5. Allow approximately 30 minutes, giving a 5-minute warning before time expires.

6. Ask each subgroup to provide examples, using the discussion questions from the worksheet.

7. Facilitate a large group discussion by asking the following questions: ...