When your customers leave an interaction with you, they tell someone about the level of service you provided. And when they do, they generally reference your company’s name – not yours.

They say: “I just called ABC Company and the customer service rep sounded like she didn’t care about my problem”…or “I called ABC Company today and the guy corrected my billing statement right away”…or “WOW! The lady I spoke with at ABC Company was so helpful!”

In reality, each and every customer you interact with sees YOU as the company. They seldom, if ever, remember YOUR name—unless, of course, you have frequent communication with them.

This is why you need to become familiar with your organization’s mission, vision and/or values statement.

They represent commitments made to customers on its behalf. And, in essence, you are upholding these commitments by owning every customer interaction. So…if you’re unaware of what messages your organization is putting out there to its customer base…how are supposed to represent?

It’s not enough to say, “I’ve seen that stuff already.” What you really need to do is familiarize yourself with “that stuff.” When you do, you’ll have a better understanding of how your attitudes and behaviors impact the image of the entire organization. Believe it or not, you are an individual contributor toward its continued success.

Being able to use the telephone appropriately is important to a company's image. Often, it transmits the first impression which is always a lasting impression. The telephone is an important communication tool you can use to your advantage. If you deal in any way with customer service, one of the first skills your employees should learn is how to maintain a positive attitude when they are on the phone.

What is attitude? When most people think about attitude they think about someone who has a bad or negative attitude. If you ask people if they have an attitude, they may think you are insinuating that their disposition is sour, grumpy or discouraging. No one wants to interact with a person with this type of disposition and if your employees are expressing themselves in this way over the phone, chances are they are driving away business.

Your attitude impacts the level of customer service you provide. It will also impact whether your product is being sold effectively or not. It is imperative that you remember to treat your customers with respect and then give them more than they expect. Make your customers enjoy dealing with your company by being as pleasant as possible.

In most cases, your employees will exhibit a good attitude toward your customers. Sometimes, like anyone else, your employees may experience a bad day. Being positive all the time is impossible, but with proper training, your employees can learn to temper their negative feelings when they occur.

How does your attitude impact the level of customer service you provide? How does it impact a potential sale? What impact does your attitude have on your productivity throughout the work day? The answers to these questions can be difficult to provide if your customers expect something different than your expectations.

Remember: Everyone in an organization is a salesperson no matter what part of the business they work within. This means that the first impression each person makes is advertising for the company—positive or negative.

Next time you start your day, think about the attitude you have before you pick up the phone. Adjust your attitude if you need to. You'll have greater success keeping your customers when you learn to manage a positive attitude.

Author's Bio: 

Jeannie Davis, president of Now Hear This, Inc., is a professional speaker, trainer, consultant and the award-winning author of Beyond “Hello: A Practical Guide for Excellent Telephone Communication and Quality Customer Service. She is a contributing author in Real World Customer Service Strategies That Work. Ms. Davis, whose seminars and workshops teach individuals nationwide how to best present themselves over the telephone, says telephone conversations limit effective communication about 60%. For over 18 years she has helped businesses solve their telephone communication problems through professional telephone skills training. She can be reached by phone at (303) 337-1991 and by email at jeannie@phoneskills.com. To learn more about Jeannie go to www.phoneskills.com.