| There are character traits you cannot teach in | | | | the end. |
| Customer Service. If we could, we would because | | | | Oh, they have trials and tribulations, and when |
| it makes the whole world a better place, not just | | | | you ask them about it, they shrug and say things |
| Customer Service. | | | | like "That's the way we do it" or "It needed to be |
| We can't, and therefore we work with people | | | | done." They have little concern or care for the |
| whom we believe to most exemplify these traits. | | | | thoughts of others who can't see the world |
| Here are 5 you cannot teach. | | | | through their eyes. They shrug and say "It's got |
| 1. Enthusiasm. We see it, we feel it and boy, do | | | | to get done, and I'm the person to do it." You |
| we wish everyone had it. | | | | can't teach that. |
| Many people don't though. It is often reflected in | | | | 4. Belief. The thought that someone feels |
| their faces when a request is made and | | | | completely, through and through that resonates |
| reinforced with a sullen "just a moment" that | | | | deep inside them and tells them that they are on |
| does nothing to help us believe that we are about | | | | the right path. They don't need your beliefs, and |
| to receive a Service which we so desperately | | | | are quite content to let you have yours. |
| hope is better than what Mr. or Ms. Sullenface has | | | | Once it is felt between a group of people, it sings |
| just prefaced us with. | | | | to everyone's heart in that group. A drumbeat |
| Enthusiasm is infectious, contagious and outright | | | | that is felt by and played by all. It brings a natural |
| fun. It seems the Enthusiast is everywhere, ready | | | | power to a person that is unquenchable and |
| and willing to do whatever it takes to make sure | | | | unwavering. When all else is in doubt it is Belief |
| that we have a fantastic Customer Service | | | | that carries a person through. |
| experience. It is reflected by the pride they take | | | | I have experienced total Belief and a loss of Belief |
| in doing the job right, the care they take making | | | | and I can tell you that when there is a loss of |
| sure everything is just so and the delivery of "Is | | | | Belief, it literally can crush a soul. It's at these |
| there anything else I can do for YOU Mr. or Ms. | | | | times that a person has to find that small spark, |
| Customer?" | | | | that ignites and starts the fire anew. You can't |
| The Enthusiast is nearly extinct these days. The | | | | teach that. |
| victim of "Faster, More, Cheaper" Customer | | | | 5. Attitude. Among all, I really want to have the |
| Service. | | | | ability to teach Attitude. You could point out to |
| Are you exemplifying "Faster, More, Cheaper" or | | | | someone what Attitude looks like and say things |
| are you trying to grow Customer Service | | | | like "He/She has a great Attitude, you would do |
| Enthusiasts? | | | | well to be like this" and the person would say "Oh, |
| 2. Happiness. A feeling of pleasure. I have come | | | | I see. No problem. Attitude is adjusted to |
| to believe that Happiness is sometimes misused | | | | maximum. Thanks." And it would be. |
| for the word Enlightened. | | | | Or say something like "Study this book, read |
| I know, now you think I am really off my meds. | | | | chapters 3 and 4, answer the questions at the |
| Let me ask you something. Have you ever met a | | | | end of the chapters and you will have the |
| person who was Happy? I mean really, really | | | | Attitude you need to make it through life." Right. |
| Happy? Really, when? Where do you think "Happy | | | | The world would be a much more interesting |
| Hour" comes from? My point is that when people | | | | place if all of our Attitudes where in sync and |
| feel Happy, it leads to the ending of Happiness, or | | | | working towards a common goal. |
| a state of Unhappiness. In other words, there is a | | | | " Imagine," as someone once said. You can't teach |
| limit. | | | | Attitude in Customer Service. |
| I don't think there can be a limit to Enlightenment. | | | | If you are trying to teach one of these to your |
| Either way you think about it, it is not something | | | | personnel in the hope that they will morph in |
| you can teach. You can feel it. You can see it | | | | Customer Service Professionals, forget it. You |
| when another person really has it. You just can't | | | | have a better chance of seeing Santa Claus, The |
| teach someone to be Happy or Enlightened. They | | | | Tooth Fairy and The Easter Bunny playing bocce |
| have to find it themselves. | | | | ball on your front lawn one morning. |
| 3. Commitment. The feeling one has when one | | | | Concentrate on finding those people who best |
| decides to do something no matter the cost or | | | | demonstrate these traits. |
| the journey. The ability to see it to the end. | | | | Help them grow their own Enthusiasm, Happiness, |
| People who have commitment are not easily | | | | Commitment, Belief and Attitude. You will be |
| swayed. They keep putting one foot in front of | | | | much happier with the results. |
| the other, keeping their eye on the prize, the goal, | | | | |