The SMILE! model - customer service from the inside-out!
The SMILE! video-based training program is about attitude for frontline
customer service professionals, their supervisors and managers. It is
also a program about personal choice and responsibility.
SMILE! answers the question that customer service trainers and managers
often hear: "What's in it for me?"
While many books, videos, and programs ask customer service professionals
to treat their customers in the same manner they would like to be treated,
SMILE! breaks new ground with its Inside-Out Model.
SMILE! shows how powerful every interaction can be when the frontline
customer service person is doing a good job- for the sake of the customer
AND, most importantly, for their own sake, because it improves their quality
Inside-Out thinking leads to Inside-Out Service
While we can't control all the external circumstances in our lives, in
SMILE!, Reggie points out that we can control our own attitude and how
we respond to those circumstances. This is what we mean by living from
the inside out. Living from the inside out is what Reggie is referring
to when he says, "...it comes from inside of me."
The SMILE! program's purpose is to demonstrate how attitude is THE PRIMARY
FACTOR in each and every customer service interaction - attitude affects
results and influences customer loyalty.
Most of all, attitude affects our quality of life, which plays out in
work and home situations everyday. Remember, most people spend more time
on the job than anywhere, including sleep. Why not make the work experience
rewarding? Or, better yet, a way to improve the quality of our lives?
Sincerity Motivation Integrity Laughter Enthusiasm! = SMILE!
These words are the key to how Reggie keeps a positive attitude. He
even sings about it! The SMILE! song is now a regular feature on the #27
from downtown Seattle to Coleman Park.
And what about those days when you feel down?
Reggie says, "There are days that I get on the bus and I don't feel like
smiling and I don't feel like putting up the smile sign. But I have to
make a choice where I want to be with my attitude. Everybody needs
help, but sometimes you have to help yourself."
"I enjoy the program a great deal. I use it in my orientation
program during that dull time after lunch. It picks everyone up and we
have a great time. Reggie is such an engaging character that it's almost
impossible not to get involved with the video. By the time I have people
moving their chairs and singing, they are ready to meet Reggie. We set
up the chairs in rows with an aisle- just like a bus- and we sing along.
I think the concepts are clear and clearly presented. Oh, and we all wear
the SMILE! buttons, too!"
Candy Gusst, Director, Training
Beneficial Savings Bank
Continue reading about service training
from the inside out
Looking for SMILE! stuff? check out the new SMILE! t-shirts! (link)