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Here are examples of Negative and Positive Attitudes


Negative Attitude

“I hate getting up in the morning for work because my company is so disorganised, the staff moral is poor and my manager never helps me or shows an interest.
There’s no point in asking for any help or support because I know my Manager won’t give it to me. Nobody cares about getting the work done quickly in my department and why should we? It’s not my company and I don’t get paid anymore if the work is completed faster.


The customer’s drive me mad because they are forever chasing us and asking stupid questions, so sometimes I just let the phone ring because I cant be bothered to listen to them complaining. To get rid of a customer, the best thing to do is to put them through to another department or someone else.


I wouldn’t call my job a career because I’m not with the right company and they never give us any support or training. I wouldn’t leave my company though because it’s pretty easy here and if I was to join another company they would want me to work a lot harder.


Summary of points made

• What’s in it for me - I don’t get paid anymore
• I don’t like my manager or the company?
• It’s not my company so why should I care
• I’m not a people person
• I don’t know how to – never had the training
• Can’t be bothered - why put in the extra effort



Positive Attitude
“I spend more time at work than I do with my friends or family so job satisfaction is very important to me. It makes me feel good to be productive, take an interest in my customers and ensure they receive the best possible service. I especially enjoy the comments I receive from customers thanking me for a great experience and this makes me feel like I am making a difference. I have a great relationship with my regular customers, which motivates me to get up in the morning as I enjoy speaking to them. I always hit my targets for customer satisfaction and call times.


Because I take interest and show understanding when dealing with customer’s issues, I find they react in a better way and that makes me happy to know that I have solved their problem in a professional manner.


My Manager has noticed my enthusiasm and has plans to promote me to a Team Leader role with more responsibility and an increase in my salary. This new role will improve my skills and help to improve my career prospects.


I have not ruled out the option to join another company because I would get a glowing reference from my current employer.


Summary of points made

• Achieve targets
• Earn more
• Get noticed and promoted
• Be a better person
• Job satisfaction
• Cause you less stress and hassle




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Customer Service Training Courses


Customer Service workshops take place at our London, Birmingham & Manchester training centres and are suitable for training individuals or small groups. The average attendance is just 5 people per workshop, which ensures individual needs are met and plenty of personal coaching is given.


Define a “Customer”


According the Oxford dictionary, a customer is “a person who buys goods or services from a shop or business”.


A person that shops at Tesco’s would be classed as a customer because they paid for the goods they received. A person that has their car washed at a local garage would also be a customer because they are paying for the cleaning services.


What about someone who visits their local GP surgery for a check up or someone who called ‘Business link’ for some business advice? They didn’t have to pay for the services they received, so does that mean they are not customers?


What about the internal users who called helpdesk staff for support. The internal users don’t have to pay for the services they received, so does that mean they also are not customers?


The Oxford dictionary has not accounted for people that don’t pay for the service they receive and people that receive a service from internal staff.


A better way to describe a customer would be:


“A customer is a person who receives an your output”


(They may pay for this output or receive it for free)


A customer service myth


“The customer is always right”




Customers can’t always have what they want and often have unrealistic expectations.


The way in which we deliver this information to our customers - decides whether they will think we are rude and undermining OR helpful and understanding.

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“The customer service course was very useful and has given me more confidence in dealing with aggressive customers. The trainer was brilliant.”

Customer Service Advisor
King Sturge


“Thoroughly enjoyed the customer service course. It revealed flaws in my telephone technique which I intend on rectifying immediately. The trainer was very positive and enthusiastic which kept my interest levels high throughout the day.”

Customer Service Advisor
Barnsley Metropolitan Borough Council


“The customer service course was very interesting and I have learnt various techniques to deal with difficult situations.”

Taylor Wessing


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