What's in it for me?
Over the past few months as we've talked with trainers, facilitators and
supervisors, we keep hearing the same question, "What's in it for
It's a question they are asked often by their frontline people. The usual
training programs don't really have an answer - everything is directed
toward the customer and the company. Take care of the customer the way
they'd like to be treated. Take care of the customer the way you'd like
to be treated. Take care of the customer so that they come back.
Where is the service provider in all this?
That's why the questions. In SMILE!, Reggie talks about why he takes care
of every customer. Because it makes him feel good. He gets to go home
happy - regardless of how the customer treats him. He's controling the
side that he can control - his own attitude and behavior. Everything else
is beyond his control.
When people recognize that, they are actually in a position to change
the service interaction for the first time. Because it's coming from a
real place inside. A genuine place. 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 of life.
Inside-Out thinking leads to Inside-Out Service
Just the other day, we heard from a telephone call center about the challenges
of training. "We want to hear the smile on the other side of the
line." As we all know, though, it's difficult to manufacture a smile.
Have a conversation with your people about where positive attitudes come
from, how to have one anytime you choose... for many people, choice is
a new idea. Learn more about how SMILE! training can help you deliver
training from a different place.
"Taking ownership for our lives is a difficult undertaking for many
people so I was happy to see some "lights go on". If they use
this insight back on their jobs, it will make a real difference
in their own lives and in customer service."
Daphne Wright, Director of Training
South Georgia Medical Center