Help Your Company Develop a Great Service Mentality – part 2

The second most desired trait for providing service is Enthusiasm.


When many of us think of enthusiasm, we think of someone ‘over the top’ and actually a bit obnoxious. If you’re like me, you immediately begin to ‘push back’ and think that you lack the ability to communicate in an enthusiastic fashion because it is not within your personality type. This is not the type of enthusiasm that I’m talking about.

I looked up the definition of enthusiasm to help us get a different perspective on the word and to help us to see how we can all have the ability to interact with our clients with enthusiasm. Can you see yourself and your staff interacting with eagerness…with passion or zeal? How about energy? I found a description as having a lively interest. Wouldn’t we all enjoy being helped by someone that has a lively interest in what we are saying and/or what our problem might be?

In our office we talk about being ‘connected’ to the call. No one wants to deal with anyone that is not looking at them, may be having another conversation, sighing or not responding at all. Simply connecting with someone with energy and a lively interest will indicate that you are enthusiastic about helping them.

Responsibility is the third trait that indicates that your company has a great service mentality. Being responsible is living up to a commitment. The commitment could be large or small. The commitment could be unspoken or contractual. Employees want their bosses to be responsible. Bosses want their employees to be responsible. Taking responsibility for your own ‘stuff’ is huge. Being responsible for your work and how it affects your coworkers and customers affects everything you touch. Make sure that if you say you are going to do something, it gets done in a timely fashion.

Sometimes, especially in a customer service arena, we can get annoyed when we think someone is not being responsible. On the flip side, when WE are the one providing the customer service, it can be helpful for us to put ourselves in the other person’s shoes. Think: What would I like to happen if I were the customer? How would I like this to be handled? What would make me feel better in this situation? (Remember how important it is to have Emapthy?)

The Golden Rule can definitely be applied to the area of responsibility – be as responsible to others as you would expect them to be responsible to you.

Deb Crown
TowneAnswering.com

Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.