BEING THE BEST YOU CAN BE: THE TOTAL PACKAGE

ALWAYS LOOK FOR WAYS TO MAKE YOURSELF BETTER

Ready, set? Before you go, you need to take just one more step. You read an entire book devoted to helping you give exceptional customer service. This is devoted to you, to help you be the best you can be in everything you do.

CUSTOMER SERVICE IS BEING THE BEST YOU CAN BE EVERY DAY

When you focus on being your best every day, good things happen. People will notice, respect you, and respond more positively. In turn, you will perform better at work, will seek out ways to give more of yourself to others, and find happiness and satisfaction in all you do.

Take Responsibility for Your Actions

You are the one person in charge of you. You control your actions, your performance at work, and your behavior. You make the decisions for and about yourself. When you make the decision to be your best at all times, you will strive to achieve your best, feel good about the choices you make, and feel good about yourself. When you feel good about yourself, you will reflect those feelings outward.

Become the Person You Want to Be

Create in your mind a positive vision of the person you want to become. If you have trouble seeing clearly, take time to focus on the qualities you want to personify. Envision the “you” you want to be. Picture yourself behaving this way, and keep this vision in your consciousness. Change your self-talk to reflect the new you. If your vision is to be more confident and self-assured, tell yourself that you are confident and self-assured, and then act this way. Initially it will be difficult and awkward, but the more you practice the easier it will become. Finally, these behaviors will be second nature and you will no longer need to act the part.

Set Goals for Yourself

What will it take for you to become the person you envision yourself being? Do you need to go back to school? Do you need to join an organization that fosters the qualities you wish to exemplify? Write down specific goals. There is something magical about writing your goals on paper. Once they are written, you will be more focused on finding ways to achieve them. If some of your goals are too big or long range, break them down into smaller, more manageable goals.

Keep Looking Forward

It is easy to get mired in the day-to-day grind. It is also easy to dwell on the past. When you look forward, it is easier to focus on your goals. Selftalk is important. You cannot change what happened, but next time you can do things differently. Change your self-talk to words that will help you view yourself more positively. Respect yourself by being respectful of the way you talk to yourself.

Measure Your Own Level of Performance

Periodically, answer the following questions. Do I feel good, both physically and mentally? Am I happy, both in my job and in my life? Do I look forward to each day, going to work and doing other activities? Am I proud of my efforts? If most of your answers were “yes,” you are likely to perform well at work and are working toward achieving your goals. If most of your answers were “no,” it is time for self-reflection. Look inward to figure out the cause and determine what you can do to improve yourself and your situation. This might mean rethinking your goals. It may be time to create a more realistic vision of your future so you can set goals that are attainable.

Keep Striving

To be your best means to keep striving to be even better. Improve your job skills. Ask questions to learn more. Try to learn something new everyday. Learn from every experience. When something bad happens, analyze why it happened to learn how to keep it from happening again. Do not repeat the same mistake twice. Ask for advice when you need help. Try to anticipate problems before they get out of hand. Be part of the solution, rather than part of the problem. Give your all in everything you do and take the extra step for your customers, your family, and your friends.

Be a Good Listener

This theme has been stressed throughout the book because it is the most important quality you can develop. Listening completely is important, not only in work situations, but in everyday life situations. Being a good listener helps make you a good communicator. When you listen well, you become well informed. You learn more. You tune in to others. You know how to respond.

Enjoy Each Day

Have fun every day. Being the best you can be has a positive reward. You begin enjoying everything you do. Be positive. Find the good in others. When you encounter someone who is difficult to deal with, whether it is a customer, friend, or significant other, do whatever you can to make that person’s day better. When you encounter a stranger, smile. Be grateful that you have this day. Be appreciative of those around you. Laugh often. Stay positive. Enjoy today.

ALWAYS BE YOUR BEST!

The Essence of Customer Service Is Having HEART

The character of a person is found deep in the heart.

■ Honesty: Tell the truth. Do the right thing. Be trustworthy.

■ Empathy: Put yourself in the other person’s shoes. Listen. Care.

■ Appreciation: Look for the good in people. Express gratitude.

■ Respect: Show care, concern, and consideration.

■ Tolerance: Rather than judging others, accept their differences.

SET RELEVANT AND SPECIFIC GOALS - CUSTOMER SATISFACTION

SETTING RELEVANT AND SPECIFIC GOALS TO IMPROVE CUSTOMER SERVICE
How Setting Goals Help Improve Customer Service


Your mission statement is your destination, and your plan is your direction. Next, you need to map out the specific path that will move you in the direction of your destination. Setting goals is important. Without a detailed roadmap, you might head off in the wrong direction.

Performance Prompts
• Goals are the details that move you in the direction of your destination. What specific steps are you going to take to meet your 98% customer satisfaction rate? In your plan you wrote, by learning all I can about my job and company. Your goals will include the steps necessary to accomplish that.
• After you write down your goals, prioritize them.
• Set goals that will move you toward your mission.
• Break down large or long-term goals into smaller, step-bystep goals that will be more manageable.
• Get input from those who are directly responsible for helping you meet the goals.
• Review the goals with your team, and discuss strategies for achieving them.
• When you meet your goals, set new ones. Goal setting is a continuous process.
• Review your progress, and revise goals if they need to be changed.
• Help your coworkers set goals for themselves.

When This Happens . . .
After creating your mission statement and writing your plan, you sit down to write goals. You are confused, though. Shouldn’t your plan and mission statement be enough?


Try This
Wrong. The only way to make sure you stay on the right path is to put goals in writing. Your mission statement says that you will satisfy customers on the first try.

Your plan says that you will strive to achieve a 98% customer satisfaction rating. Your goals are going to map out what you will do to achieve the 98% rate.

For by learning all I can about my job and company, your goals might be:
• Review Customer Service Training 101 by XX/XX/XX.
• Analyze all my areas of improvement by XX/XX/XX.
• Write a development plan that focuses on my individual areas of improvement by XX/XX/XX.
• Ask my manager for brush up training to be completed by XX/XX/XX.
• Schedule a tour of other departments to have a better understanding of my company operation by XX/ XX/XX.

Do less, but do it better.