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When you are looking to improve the customer service in your organization, one of the first things you need to do is identify is the specific behaviours that need to be targetted.  What are the performance gaps that need to be closed? Attitude includes being solution-driven, being positive, having energy, etc.  Contrary to popular belief, there are some very effective ways to influence these things.
Interest is being 100% customer-focused, and conveying to customers that they are important. Over 90% of customers consider “taking ownership” as the primary factor in WOW customer experience. Strong communication skills, and attention to positive verbal language strategies create positive experiences, and minimize negative ones.


Each of these pillars involve very specific skill sets that you can target, and, of course, not all of the pillars apply equally, or in every work environment.  Take the time to examine what you would like to accomplish, then use the six pillars of customer service to guide your training or coaching initiatives. Shaun Belding is CEO of The Belding Group of Companies, and is recognized as one of the leading global experts on customer service, service recovery and building positive workplaces. Add Your Comment (All comments are reviewed by moderator, no spam permitted!) Click here to cancel reply. He has appeared internationally on television and radio and newspaper, and blogs regularly on customer service. Shaun is author of 5 books, including the customer service international best-seller, Winning with the Customer from Hell – a survival guide.


The ability to listen completely and objectively is the most important component of communication.



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